Customer Service Representative

eLink Systems & Concepts Corp.; Cebu City; On-site; PHP 201,000 - 312,000; Full time

Job summary

eLink Systems & Concepts Corp. in Cebu City seeks a Customer Service Representative to be the primary liaison for assigned clients, ensuring a smooth, positive experience throughout the relationship.

You will coordinate service delivery, resolve concerns, and support long-term partnerships through proactive, clear guidance. The role requires 1–2 years of BPO experience in client relations or account management, strong written and verbal communication, and the ability to manage multiple accounts

Qualifications

• Minimum 1–2 years of BPO experience in client relations, customer service, or account management.
• Strong written and verbal communication skills.
• Excellent organizational and time-management capabilities.
• Ability to manage multiple client accounts simultaneously.
• Effective problem-solving and conflict-resolution skills.
• Proficiency in CRM systems, email platforms, and office productivity tools.
• Ability to work both independently and collaboratively in a fast-paced environment.

Responsibilities

• Serve as the primary liaison and account owner for assigned clients.
• Handle client inquiries through approved channels, including email, phone, CRM systems, and other authorized platforms.
• Clearly communicate service details, timelines, and expected deliverables.
• Collaborate with internal teams to ensure services are delivered accurately and on schedule.
• Track client accounts and follow up on required actions, approvals, and documentation.
• Provide regular, well-structured updates on project status and progress.
• Professionally address and resolve client issues, concerns, and escalations in a timely manner.
• Escalate complex or high-risk concerns to senior leadership or subject matter experts in line with escalation procedures.
• Maintain accurate and current client records across internal systems.
• Ensure adherence to company policies, service agreements, and quality standards.
• Record all client interactions, commitments, and outcomes.
• Ensure all communications remain professional, consistent, and compliant with company guidelines.
• Identify opportunities to enhance the overall client experience.
• Participate in required training, meetings, and process improvement initiatives.

Skills

BPO experience

Strong communication

Organizational skills

Time management

CRM proficiency

Independent & collaborative

Tools

CRM systems

Email platforms

Office productivity tools

Job description

Minimum of 1–2 years of BPO experience in client relations, customer service, or account management

Strong written and verbal communication skills

Excellent organizational and time-management capabilities

Ability to manage multiple client accounts simultaneously

Responsibilities

CUSTOMER SERVICE REPRESENTATIVE

Job Summary

The Customer Service Representative (CSR) acts as the main point of contact for clients, ensuring a smooth, positive experience throughout their relationship with the company. This role focuses on managing client communications, coordinating service delivery, resolving concerns, and fostering long‑term partnerships through proactive support and clear, consistent guidance.

Key Responsibilities

• Serve as the primary liaison and account owner for assigned clients
• Handle client inquiries through approved channels, including email, phone, CRM systems, and other authorized platforms
• Clearly communicate service details, timelines, and expected deliverables
• Collaborate with internal teams to ensure services are delivered accurately and on schedule
• Track client accounts and follow up on required actions, approvals, and documentation
• Provide regular, well‑structured updates on project status and progress
• Professionally address and resolve client issues, concerns, and escalations in a timely manner
• Escalate complex or high‑risk concerns to senior leadership or subject matter experts in line with escalation procedures
• Maintain accurate and current client records across internal systems
• Ensure adherence to company policies, service agreements, and quality standards
• Record all client interactions, commitments, and outcomes
• Ensure all communications remain professional, consistent, and compliant with company guidelines
• Identify opportunities to enhance the overall client experience
• Participate in required training, meetings, and process improvement initiatives

Qualifications & Skills

• Minimum of 1–2 years of BPO experience in client relations, customer service, or account management
• Strong written and verbal communication skills
• Excellent organizational and time‑management capabilities
• Ability to manage multiple client accounts simultaneously
• Effective problem‑solving and conflict‑resolution skills
• Proficiency in CRM systems, email platforms, and office productivity tools
• Ability to work both independently and collaboratively in a fast‑paced environment

Core Competencies

• Strong client‑centric approach
• High attention to detail
• Sound professional judgment and discretion
• Adaptability and resilience
• Strong sense of accountability and follow‑through