CUSTOMER SERVICE REPRESENTATIVE

Talent Outsourcing Channel Solutions; Muntinlupa; On-site; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Competitive salary

Health and wellness benefits

Performance-based incentives

Training and development

Career advancement opportunities

Flexible scheduling options

Job summary

Talent Outsourcing Channel Solutions is seeking a dedicated Customer Service Representative to join our call centre team in Alabang, Muntinlupa City, Metro Manila. This full-time position involves handling inbound and outbound calls, delivering exceptional support, and contributing to customer satisfaction and retention.

You will be responsible for providing product information, processing transactions, documenting interactions, and collaborating with teammates to improve service quality.

Qualifications

• Minimum educational requirement of high school diploma.
• Experience in customer service or call centre preferred.
• Excellent verbal and written communication in English.

Responsibilities

• Answer inbound and outbound customer calls with courtesy and professionalism.
• Provide accurate information on products, services, and policies.
• Process transactions, orders, complaints with accuracy and timeliness.
• Document interactions in the company database accurately.
• Escalate complex issues following protocols while maintaining service quality.

Skills

Customer service

Communication skills

Multitasking

Problem-solving

Team collaboration

English & Filipino

Education

High School Diploma

Tools

CRM systems

Phone systems

Job description

About the role

Talent Outsourcing Channel Solutions is seeking a dedicated Customer Service Representative to join our dynamic call centre team. This is a full-time position based in Alabang, Muntinlupa City, Metro Manila. As a Customer Service Representative, you will be the voice of our organisation, providing exceptional support to customers through inbound and outbound calls. You will play a crucial role in maintaining customer satisfaction, resolving inquiries efficiently, and upholding the high standards of service that define our company. This role is essential to our customer retention strategy and directly impacts the reputation and success of Talent Outsourcing Channel Solutions.

Key responsibilities

• Answer incoming customer calls in a professional and courteous manner, addressing inquiries and resolving issues promptly

• Provide accurate information about products, services, and policies to customers

• Process customer transactions, orders, complaints, and requests with precision and attention to detail

• Document all customer interactions and transactions in the company database system accurately

• Handle difficult or escalated calls with patience, empathy, and problem-solving skills

• Follow company protocols and procedures whilst maintaining compliance with all relevant regulations

• Utilise call centre technology and systems effectively to manage call volume and customer data

• Achieve and maintain quality and productivity targets set by the organisation

• Collaborate with team members and supervisors to improve service delivery and customer experience

• Provide feedback to management regarding customer concerns and service improvement opportunities

What we're looking for

• High school diploma/ Senior HS Graduate or equivalent qualification as a minimum educational requirement; at least 12 months of Insurance or Billing experience OR No CC experience required

• Proven experience working in a customer service or call centre environment

• Excellent communication skills, both verbal and written, with clear pronunciation and professional tone

• Strong listening and comprehension abilities to understand customer needs and concerns

• Demonstrated ability to multitask and manage time effectively in a fast-paced environment

• Proficiency with computer systems, databases, and call centre technology platforms

• Problem-solving mindset with the capability to think critically and make sound decisions

• Patience, empathy, and a genuine commitment to delivering exceptional customer service

• Ability to work collaboratively within a team whilst also working independently

• Flexibility to work varying shifts, including evenings, weekends, and public holidays as required

• Preferably fluent in English and Filipino; additional language skills are advantageous

• Previous experience in a multinational or outsourcing company environment is desirable

What we offer

• Competitive salary package commensurate with experience and performance

• Comprehensive health and wellness benefits including medical, dental, and vision coverage

• Performance-based incentives and bonus opportunities

• Ongoing professional development and training programmes to enhance your skills

• Career advancement opportunities within the organisation

• Pleasant and supportive work environment with a collaborative team culture

• Modern call centre facilities equipped with up-to-date technology

• Employee recognition and rewards programmes

• Work-life balance initiatives and flexible scheduling options

• Access to employee assistance programmes and wellbeing support

About us

Talent Outsourcing Channel Solutions is a leading call centre and customer service outsourcing provider committed to delivering exceptional customer experiences for our clients. With a focus on quality, efficiency, and employee satisfaction, we have established ourselves as a trusted partner in the customer service industry. Our mission is to bridge the gap between businesses and their customers, providing comprehensive solutions that drive customer loyalty and business growth. We pride ourselves on creating a supportive workplace culture where our team members can thrive, develop their careers, and take pride in the work they do. We believe that outstanding customer service begins with engaged, well-trained, and motivated employees, and we are dedicated to fostering an environment where excellence is recognised and rewarded.