Customer Service Representative

SMDigital-PH; Cebu City; On-site; PHP 390,600 - 669,600; Full time

Benefits offered by this job

WFH program

Health coverage

PTO and birthday leave

Paid vacation leave

Employee loan program

Performance bonuses

Team engagement events

Leadership academy

HR touchbase

Job summary

SMDigital-PH is seeking a remote customer service professional based in the Philippines. You will handle inbound and outbound calls, emails, and chats with professionalism and accuracy, resolving customer concerns while maintaining high service quality.

You will document all interactions in real time and coordinate with internal teams to ensure seamless case handling. The role demands meeting daily targets and adapting during high-volume periods, while upholding policies and quality guidelines.

Qualifications

• Minimum 3 years in customer service or call center.
• Excellent written and verbal communication.
• Detail-oriented with strong documentation.
• Calm under pressure with high call volumes.
• Reliable team player with ownership mindset.

Responsibilities

• Handle inbound and outbound calls, emails, and chats professionally and accurately.
• Resolve customer concerns efficiently while maintaining high service quality.
• Document all interactions, updates, and resolutions in real time.
• Coordinate with internal operations teams to ensure seamless case handling.
• Identify recurring issues and escalate patterns to supervisors.
• Meet and maintain daily and weekly performance targets.
• Support operations during high-volume periods with a solutions-first mindset.
• Uphold company policies, compliance standards, and quality guidelines in every interaction.

Skills

Customer service

Remote work

Effective communication

Detail oriented

Multitasking

Job description

WHAT YOU'LL OWN

• Handleinbound and outbound calls, emails, and chats with professionalism,accuracy, and care
• Resolvecustomer concerns efficiently while maintaining a high standard of servicequality
• Accuratelydocument all interactions, updates, and resolutions in the system in realtime
• Coordinatewith internal operations teams to ensure seamless case handling andfollow-through
• Identifyrecurring issues and elevate patterns to supervisors proactively
• Meet andconsistently maintain daily and weekly performance targets
• Supportthe operations team during high-volume periods with flexibility and solutions-first mindset
• Upholdcompany policies, compliance standards, and quality guidelines in everyinteraction

WHOYOU ARE

• 3+ yearsof experience in a customer service or call center environment (Required)
• Operations-oriented- you understand that consistency, accuracy, and process matter
• A clear,professional communicator — written and verbal, every single time
• Detail-drivenand thorough when documenting cases and following through on commitments
• Calm underpressure and able to manage high call volumes without compromising quality
• Areliable, accountable teammate who shows up consistently and takesownership of their work
• Tech-savvyand comfortable navigating multiple systems and tools simultaneously
• Flexiblewith shifting schedules and fully dependable in a remote work setup

WHATWE OFFER

• Full-timeremote work with a complete WFH support program
• MaxicareHMO + PhilHealth coverage
• SIL, PTO,and a special birthday leave
• Paidvacation leave
• Zero-interestemployee loan program
• Performancebonuses and merit-based recognition
• MonthlyGen Pow-Wows and team engagement events with prizes
• ArviosLeadership Development Academy and workshop programs
• Monthly1-on-1 touchbase calls with your HR partner

HOMEOFFICE REQUIREMENTS (MUST PROVIDE SCREENSHOT)

• Laptop/ComputerSpecs: Minimum 16GB RAM with Intel i5 core processor, AMD Ryzen 5, orhigher equivalent.
• ForWindows users: Windows 11 OS is required
• Noise-CancellingHeadset
• DualMonitor is mandatory
• BackupInternet Connection (Prepaid Home WIFI Router or Pocket WIFI) and PowerOutage Backup