Customer Service Representative

Fgc-944b970; Bacolod; On-site; PHP 300,000 - 480,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive pay with incentives

13th month pay

Onsite medical support

Employee Engagement Events

Skills training

Job summary

FGC+ is seeking a Customer Service Representative (CSR) to provide timely and professional support across phone, email, chat, and indexing tasks. You will document interactions, handle inquiries efficiently, and contribute to service quality standards while maintaining customer satisfaction.

The role requires 1–2 years in customer service, strong English communication, and experience with CRM and order management platforms. A focus on accuracy and cross‑team coordination is essential for success.

Qualifications

• 1–2 years of experience in customer service.
• Strong verbal and written English.
• Experience handling calls, emails, and chat.
• Familiar with CRM and order management.

Responsibilities

• Handle inbound and outbound customer interactions via calls, email, and chat.
• Provide timely, accurate resolutions to customer concerns.
• Document interactions in the system with proper indexing.
• Process back orders and manage stock-outs per procedures.
• Coordinate with internal teams to resolve issues.
• Follow SOPs and compliance requirements.
• Maintain up-to-date knowledge of products and procedures.

Skills

Customer service

English communication

Multichannel handling

Time management

Tools

CRM systems

Ticketing tools

Order management platforms

Job description

Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication.

Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success.

Here, you are more than just an employee - you are part of a team where you can truly thrive and make a difference.

About the Job:

The Customer Service Representative (CSR) is responsible for providing timely, accurate, and professional support to customers through multiple channels, including phone calls, email, chat, and indexing/documentation tasks.

This role ensures that customer inquiries, concerns, and requests are handled efficiently while maintaining high levels of customer satisfaction.

By accurately documenting interactions, following company processes, and coordinating with internal teams, the CSR supports overall operations, helps maintain smooth workflow, and contributes to achieving performance goals and service quality standards.

What You'll Do:

• Handle inbound and/or outbound customer interactions via calls, email, and chat.
• Provide timely, accurate, and professional resolution to customer concerns.
• Document all interactions accurately in the system, including proper indexing of emails and other records.
• Process back orders and manage "no stock" items according to company procedures.
• Coordinate with internal teams as needed to resolve customer issues.
• Follow company processes, policies, and compliance requirements.
• Maintain up-to-date knowledge of products, services, and operational procedures.

What You'll Bring:

• At least 1-2 years of experience in customer service, preferably in a BPO, retail, or manufacturing/distribution environment
• Strong verbal and written English communication skills, with the ability to handle calls, emails, and chat professionally
• Proven ability to manage multiple channels simultaneously (phone, email, chat) in a fast-paced setting
• Experience with order processing, back orders, or inventory-related concerns is a strong advantage
• Detail-oriented with the ability to accurately document interactions and perform email/indexing tasks
• Familiarity with CRM systems, ticketing tools, or order management platforms
• Strong problem-solving skills with the ability to resolve customer concerns efficiently and professionally
• Ability to follow structured processes, SOPs, and compliance requirements
• Experience in handling escalations and coordinating with internal teams
• Proficient in Microsoft Office/Google Workspace, especially for tracking and reporting tasks
• Highly organized with strong time management and multitasking skills

What we have to offer:

• A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
• A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
• A market competitive total compensation/rewards package including:
• Day 1 HMO
• Competitive pay including incentives and generous allowances
• Payment of all statutory government benefits
• 25 days of annual paid leave some days are convertible to cash
• 13 th month pay
• Onsite medical support
• Employee Engagement Events
• Employee Referral Program
• Skills, training for personal and professional development

The pay range for this role is: