Customer Service Representative

Virtuale Staffing; Leyte; On-site; PHP 201,000 - 312,000; Full time

Job summary

Virtuale Staffing in the Philippines is seeking a customer-focused agent to assist customers by answering inquiries, troubleshooting technical issues, and providing information about plans, services, billing, and promotions. The role involves processing payments, updating accounts, and ensuring data security on every interaction.

You will multitask across systems, aim for first-call resolution, and contribute to team performance goals while staying calm in high-pressure situations.

Qualifications

• 6+ months call center experience (telco or sales a plus)
• Excellent verbal and written communication skills
• Customer-centric and enthusiastic attitude
• Detail-oriented with good problem-solving and multitasking abilities
• Willing to work onsite and handle multiple systems confidently

Responsibilities

• Provide clear explanations of account details, charges, and fees with first-call resolution
• Recommend additional products and services to enhance customer experience
• Accurately calculate and communicate taxes, one-time charges, and recurring monthly fees
• Multitask between various systems to resolve customer issues and inquiries
• Follow company policies including data protection guidelines (CPNI and PII)
• Maintain composure and professionalism with high-pressure customers
• Meet performance goals and KPIs while adapting to policy changes
• Communicate with customers via phone using a headset and computer systems

Skills

Call center experience

Strong communication skills

Active listening

Customer-focused

Onsite work

Job description

In this role, you’ll assist customers by answering inquiries, troubleshooting technical issues, and providing information about plans, services, billing, and promotions. You’ll also handle account updates, process payments, and offer solutions to improve the customer experience. The position requires clear communication, multitasking across systems, and staying calm in high-pressure situations. You’ll aim to resolve issues on the first call and contribute to meeting team performance goals, all while maintaining customer data security.

Key Responsibilities

• Provide clear and accurate explanations of account details, charges, and fees to customers, ensuring first-call resolution
• Recommend additional products and services to enhance the customer experience
• Accurately calculate and communicate taxes, one-time charges, and recurring monthly fees
• Multitask between various systems to resolve customer issues and inquiries effectively
• Follow company policies, including data protection guidelines (CPNI and PII), ensuring customer security
• Maintain composure and professionalism in high-pressure situations and with difficult customers
• Meet performance goals and KPIs while adapting to changes in policies and procedures
• Communicate effectively with customers via phone, using a headset and interacting with computer systems for extended periods

Skills, Knowledge & Expertise

• At least 6 months of call center experience, preferably 2+ months in a telco or sales account
• Strong communication, conversational, and active listening skills
• Customer-focused, professional, and enthusiastic attitude
• Detail-oriented with solid problem-solving and multitasking abilities
• Willing to work onsite and handle multiple systems confidently