Customer Service Representative

ECE Consulting Group; Makati; On-site; PHP 201,000 - 290,000; Full time

Job summary

ECE Consulting Group is seeking a customer-focused Customer Service Agent to handle inquiries via phone, email, and chat. The role emphasizes timely, accurate, and professional support with emphasis on policy compliance and high-quality service.

The ideal candidate has at least 6 months of BPO experience, excellent verbal and written communication, and strong problem-solving abilities. Collaboration and adaptability are essential for success in a fast-paced, high-volume environment.

Qualifications

• At least 6 months of BPO experience.
• Strong verbal and written communication skills.
• Active listening and problem-solving abilities.
• Empathy, patience, and conflict-resolution skills.
• Adaptability and resilience in high-volume workloads.
• Strong attention to detail and accurate documentation.
• Effective time management and organizational skills.
• Basic computer proficiency and ability to navigate multiple systems.
• Positive attitude and customer-centric mindset.
• Willingness to receive feedback and learn new processes.

Responsibilities

• Handle inbound and outbound customer interactions via phone, email, and chat in a professional and empathetic manner.
• Resolve customer concerns efficiently while ensuring accuracy and compliance with company policies.
• Provide clear and accurate information regarding products, services, and account-related inquiries.
• Document customer interactions, actions taken, and resolutions accurately in internal systems.
• Escalate complex or high-risk issues to the appropriate team.
• Meet or exceed performance targets related to productivity, quality, customer satisfaction, and attendance.
• Maintain up-to-date knowledge of company products, services, policies, and procedures.
• Collaborate with team members and supervisors to support operational goals and continuously improve customer service delivery.

Skills

BPO experience

Verbal communication

Written communication

Active listening

Empathy

Problem solving

Time management

Documentation

Team collaboration

Adaptability

Tools

CRM systems

Job description

About the role

We are seeking a customer-focused and detail-oriented Customer Service Agent to handle customer inquiries and provide timely, accurate, and professional support through phone, email, and chat. The ideal candidate has prior BPO experience, strong communication and problem-solving skills, and the ability to manage customer concerns while maintaining service quality and compliance with established procedures.

Key responsibilities

• Handle inbound and outbound customer interactions via phone, email, and chat in a professional and empathetic manner.

• Resolve customer concerns efficiently while ensuring accuracy and compliance with company policies.

• Provide clear and accurate information regarding products, services, and account-related inquiries.

• Document customer interactions, actions taken, and resolutions accurately in internal systems.

• Escalate complex or high-risk issues to the appropriate team in accordance with established procedures.

• Meet or exceed performance targets related to productivity, quality, customer satisfaction, and attendance.

• Maintain up-to-date knowledge of company products, services, policies, and procedures.

• Collaborate with team members and supervisors to support operational goals and continuously improve customer service delivery.

About you

• At least 6 months of BPO experience.

• Strong verbal and written communication skills.

• Active listening and problem-solving abilities.

• Empathy, patience, and conflict-resolution skills.

• Adaptability and resilience when handling challenging customer interactions and high-volume workloads.

• Strong attention to detail and accurate documentation skills.

• Effective time management and organizational skills.

• Basic computer proficiency and the ability to navigate multiple systems and applications.

• Positive attitude, customer-centric mindset, and ability to work effectively with a team.

• Willingness to receive feedback, learn new processes, and continuously improve performance.