Customer Service Representative

Troka Group Inc.; Makati; On-site; PHP 290,000 - 424,000; Full time

Job summary

Troka Group Inc. is seeking a dedicated night-shift customer support specialist to be among the first voices customers hear.

You will handle inquiries about transfers, payouts, fees, and app issues for clients worldwide, many working abroad, while upholding privacy and accuracy. This founding-team role emphasizes shaping scripts, improving processes, and ensuring secure, friendly service on a small desk in Makati.

Qualifications

• Minimum two years of customer service experience.
• Fluent in English and Filipino.
• Proficiency in Ilocano, Bisaya or Bicolano is highly preferred.
• Experience with CRM, ticketing, chat and telephony tools.
• College graduate minimum; bachelor’s degree is an advantage.
• Willing to work permanent night shifts on-site in Makati City.

Responsibilities

• Handle customer enquiries by phone, email, live chat and in-app message during the night shift.
• Assist customers with transfers and payouts, fees and exchange rates, registration and document verification, and app or account problems.
• Log and handle complaints properly, in line with our Consumer Assistance Mechanism and BSP requirements.
• Take reports of fraud and scams, act immediately to protect the customer’s account, and escalate without delay.
• Keep accurate records, and handle customer documents and data in line with the Data Privacy Act.

Skills

Customer service

English proficiency

Filipino proficiency

Night shift

Education

Bachelor's degree

Tools

CRM systems

Ticketing systems

Chat/telephony

Job description

You will be among the first voices our customers hear. Most of them are working abroad, often far from family, and are sending money that a household at home is waiting on. Many are contacting us at the end of a long shift of their own, in a language that is not their first, about a transfer that has not yet arrived. The job is to make that right — quickly, accurately, and without making them feel like a nuisance.

This is a founding-team role on a small desk. You will not be employee number four hundred on a dialler reading a script someone else wrote. You will help write the scripts.

You will be among the first voices our customers hear. Most of them are working abroad, often far from family, and are sending money that a household at home is waiting on. Many are contacting us at the end of a long shift of their own, in a language that is not their first, about a transfer that has not yet arrived. The job is to make that right — quickly, accurately, and without making them feel like a nuisance.

This is a founding-team role on a small desk. You will not be employee number four hundred on a dialler reading a script someone else wrote. You will help write the scripts.

What You’ll Do

• Handle customer enquiries by phone, email, live chat and in-app message during the night shift.
• Help customers with transfers and payouts, fees and exchange rates, registration and document verification, and app or account problems.
• Log and handle complaints properly, in line with our Consumer Assistance Mechanism and BSP requirements.
• Take reports of fraud and scams, act immediately to protect the customer’s account, and escalat[e?] without delay.
• Keep accurate records, and handle customer documents and data in line with the Data Privacy Act.

What We’re Looking For

• At least two (2) years of customer service experience. Remittance, payments, banking, fintech or BPO experience is an advantage.
• Excellent spoken and written English and Filipino.
• Working fluency in Ilocano, Bisaya or Bicolano is a significant advantage — many of our customers and their beneficiaries are most comfortable in these languages.
• Comfortable with CRM, ticketing, chat and telephony systems.
• Careful with detail. Amounts, rates and reference numbers have to be right the first time.
• Patient and steady with customers who are worried or frustrated.
• Honest and discreet in handling customer documents and transaction data.
• College graduate at minimum; a bachelor’s degree is an advantage.
• Willing to work permanent night shifts on-site in Makati City.

Troka Group, Inc. is an equal opportunity employer. We evaluate all applicants on merit and do not discriminate on the basis of age, sex, gender, civil status, religion, disability, ethnicity, or health status.