Customer Service Representative

PM Consulting; Cebu City; On-site; PHP 201,000 - 268,000; Full time

Job summary

PM Consulting is seeking a Customer Service Representative (CSR) to provide friendly support across phone, email, chat, and other channels. You will handle inquiries, resolve concerns, and help customers with requests while upholding service standards.

The role emphasizes accuracy, timely responses, and collaboration with internal teams. A strong communicator with a customer-centric mindset and ability to work in a fast-paced, shift-based environment is essential; onsite work may be required.

Qualifications

• High School graduate or Senior High School graduate, depending on account requirements.
• Experience in BPO is not required; relevant customer service experience is an advantage.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Computer literate and comfortable navigating multiple systems.
• Ability to work in a fast-paced, target-driven environment.
• Willing to work on shifting schedules, weekends and holidays.
• Willing to work onsite, depending on account requirements.

Responsibilities

• Handle customer inquiries, concerns, and requests in a professional and timely manner.
• Provide accurate information regarding products, services, accounts, orders, or processes.
• Resolve customer issues through effective problem-solving and appropriate escalation when necessary.
• Maintain a high level of customer satisfaction and deliver a positive customer experience.
• Process customer transactions, requests, account updates, and other service-related activities accurately.
• Document customer interactions and maintain accurate records in the system.
• Follow company policies, procedures, quality standards, and data privacy guidelines.
• Meet established performance metrics such as Average Handling Time (AHT), Quality, Customer Satisfaction (CSAT), Attendance, and Productivity.
• Collaborate with internal teams to address complex customer concerns and ensure timely resolution.
• Stay updated on company products, services, processes, and system changes.
• Perform other duties and responsibilities related to customer service operations as assigned.

Skills

Customer service

Communication

Problem solving

Computer literacy

Time management

Multitasking

Active listening

Attention to detail

Adaptability

Onsite work

Education

High School or equivalent

Job description

We are looking for a customer-focused and reliable Customer Service Representative (CSR) to provide excellent support to customers through phone, email, chat, or other communication channels. The successful candidate will handle customer inquiries, resolve concerns, process requests, and ensure a positive customer experience while meeting service and performance standards.

Key Responsibilities

• Handle customer inquiries, concerns, and requests in a professional and timely manner.
• Provide accurate information regarding products, services, accounts, orders, or processes.
• Resolve customer issues through effective problem-solving and appropriate escalation when necessary.
• Maintain a high level of customer satisfaction and deliver a positive customer experience.
• Process customer transactions, requests, account updates, and other service-related activities accurately.
• Document customer interactions and maintain accurate records in the system.
• Follow company policies, procedures, quality standards, and data privacy guidelines.
• Meet established performance metrics such as Average Handling Time (AHT), Quality, Customer Satisfaction (CSAT), Attendance, and Productivity.
• Collaborate with internal teams to address complex customer concerns and ensure timely resolution.
• Stay updated on company products, services, processes, and system changes.
• Perform other duties and responsibilities related to customer service operations as assigned.

Qualifications

• At least High School graduate / Senior High School graduate, depending on account requirements.
• With or without BPO experience; relevant customer service experience is an advantage.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Computer literate and comfortable navigating multiple systems.
• Ability to work in a fast-paced, target-driven environment.
• Willing to work on shifting schedules, weekends, and holidays when required.
• Willing to work onsite, depending on account requirements.

Preferred Skills

• Customer-focused and service-oriented
• Good active listening skills
• Strong attention to detail
• Adaptable and willing to learn
• Can effectively handle difficult or irate customers
• Good time management and multitasking skills
• Professional and positive attitude