Customer Service Associate – Voice Contact Centre

GSS HR Solutions Private Limted; Metro Manila; On-site; PHP 216,000 - 300,000; Full time

Job summary

GSS HR Solutions is seeking customer-focused professionals to join a Voice Contact Centre team supporting banking and financial services. You will handle inbound calls, assist with account queries, and resolve issues at first contact while meeting KPIs and maintaining regulatory compliance.

The role requires English proficiency, strong interpersonal skills, and willingness to work rotating shifts including nights, weekends, and holidays in a fast-paced, target-driven environment.

Qualifications

• HSC with 18 months contact centre experience.
• Graduates with at least 9 months contact centre experience preferred.
• Inbound customer service experience is an advantage.
• Strong English communication and interpersonal skills.
• Basic understanding of banking and financial products.
• Willingness to work rotational shifts, including night, midnight, and graveyard shifts, weekends and holidays.
• Ability to work in a target-driven, fast-paced environment.

Responsibilities

• Handle inbound customer calls related to banking and financial services.
• Assist customers with account-related queries and transactions.
• Resolve customer concerns at the first point of contact.
• Meet KPIs including customer satisfaction, resolution, and Average Handling Time (AHT).
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Maintain service quality and productivity standards.

Skills

Customer service

English communication

Interpersonal skills

Shift rotations

Target-driven

Education

HSC

Job description

GSS HR Solutions is looking for customer-focused professionals to join a Voice Contact Centre team, delivering high-quality customer service in the banking and financial services domain.

Key Responsibilities:

• Handle inbound customer calls related to banking and financial services.
• Assist customers with account-related queries and transactions.
• Resolve customer concerns at the first point of contact.
• Meet key performance indicators (KPIs), including customer satisfaction, resolution, and Average Handling Time (AHT).
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Maintain service quality and productivity standards.

Candidate Requirements:

• HSC with a minimum of 18 months of contact centre experience.
• Graduates with at least 9 months of contact centre experience are preferred.
• Inbound customer service experience is an advantage.
• Strong English communication and interpersonal skills.
• Basic understanding of banking and financial products.
• Willingness to work rotational shifts, including night, midnight, and graveyard shifts, weekends, and holidays.
• Ability to work in a target-driven, fast-paced environment.