Customer Service Representative

XMC BPO Manila; Cebu City; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading BPO firm in Cebu City is seeking an individual to handle customer service inquiries through inbound calls and chats. The role involves answering questions about billing, processing payments, and promoting services. Candidates should possess strong communication skills and experience in customer service is preferred. This position offers the chance to work in a dynamic environment with performance metrics to meet.

Qualifications

• Experience in customer service is preferred.
• Strong communication skills.

Responsibilities

• Handle inbound customer calls or chats with professionalism.
• Explain bills and resolve questions around balances.
• Process credit card payments.

Job description

What You’ll Be Doing:

• In this role, you\'ll handle inbound customer calls or chats with professionalism, empathy, and efficiency.

Your key responsibilities will include:

• Answering incoming calls or chats related to customer service and billing support
• Clearly explaining bills, resolving questions around balances, and identifying overdue accounts
• Processing credit card payments and supporting setup or changes to pre-authorized payments
• Communicating promotional offers and resolving disputes with confidence and care
• Assisting with product, service, and application inquiries
• Recommending entertainment packages and service solutions tailored to each customer’s lifestyle and budget
• Promoting all additional services introduced, as required
• Escalating complex concerns to supervisors in line with client guidelines
• Meeting key performance indicators (KPIs) set by management and the client
• Performing other tasks as required