Customer Service Representative

Lancesoft Philippines; Metro Manila; On-site; PHP 279,000 - 391,000; Full time

Job summary

Lancesoft Philippines is seeking a Customer Service Representative to support a US-based account. This full-time, on-site role requires strong customer service and communication skills, with a proven ability to resolve inquiries from US customers.

Candidates with Home Loan/Mortgage or Insurance experience are highly preferred. Experienced BPO professionals with a background supporting US customer service accounts may also be considered. Night shift availability is required.

Qualifications

• Experience handling US-based customers and accounts.
• Strong communication and problem-solving abilities.
• Ability to work a night shift and on-site in Manila.

Responsibilities

• Handle inbound customer inquiries and provide accurate, professional assistance.
• Resolve customer concerns, complaints, and service-related issues promptly.
• Provide information regarding account status, products, services, and processes.
• Help customers with mortgage/insurance inquiries when applicable.
• Verify customer information and maintain accurate account records.
• Follow established processes, compliance requirements, and data privacy guidelines.
• Document customer interactions and update relevant systems.
• Escalate complex issues to the appropriate department as needed.
• Meet or exceed quality, productivity, customer satisfaction, and attendance targets.
• Maintain professional communication with US-based customers.

Skills

Customer service

Communication

US customers support

Job description

Position: Customer Service Representative

Position Type: Full time

On-site Setup

Shift Schedule: Night Shift

Job Summary

We are looking for experienced Customer Service Representatives to support a US-based account. The ideal candidate should have strong customer service and communication skills, excellent problem-solving abilities, and experience handling US customers.

Candidates with relevant Home Loan/Mortgage or Insurance experience are highly preferred. Experienced BPO professionals with a strong background supporting US customer service accounts may also be considered.

Key Responsibilities

• Handle inbound customer inquiries and provide accurate, professional assistance.
• Resolve customer concerns, complaints, and service-related issues efficiently.
• Provide information regarding account status, products, services, and processes.
• For Home Loan/Insurance candidates, assist customers with inquiries related to mortgage/home loan or insurance products, policies, applications, payments, and account information.
• Verify customer information and maintain accurate account records.
• Follow established processes, compliance requirements, and data privacy guidelines.
• Document customer interactions and update relevant systems.
• Escalate complex issues to the appropriate department when required.
• Meet or exceed established quality, productivity, customer satisfaction, and attendance targets.
• Maintain professional communication with US-based customers.