Customer Service Representative

Virtual Staffing Solutions OPC; Leyte; On-site; PHP 190,000 - 279,000; Full time

Job summary

Virtual Staffing Solutions OPC in the Philippines is seeking a customer service agent for onsite shifts to support telecom and sales accounts. You will explain account details, charges, and fees, aiming for first-call resolution while advising on additional products and services.

You will multitask across systems, protect customer data (CPNI/PII), stay calm with difficult customers, and meet KPIs as policies evolve.

Qualifications

• 6+ months of call center experience (telco or sales preferred).
• Strong communication and active listening skills.
• Customer-focused and enthusiastic attitude.
• Detail-oriented with multitasking abilities.
• Willing to work onsite and handle multiple systems confidently.

Responsibilities

• Explain account details, charges, and fees with first-call resolution.
• Suggest additional products and services to improve customer experience.
• Calculate and communicate taxes, one-time charges, and monthly fees.
• Multitask across systems to resolve issues and inquiries.
• Follow data protection policies (CPNI and PII) to protect customer data.
• Stay composed and professional with difficult customers.
• Meet performance goals and KPIs while adapting to policy changes.
• Communicate with customers via phone using headset and computer systems.

Skills

Call center experience

Communication skills

Customer focus

Attention to detail

Multitasking

Onsite work readiness

Job description

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