Customer Service Representative

Call center; Muntinlupa; Hybrid; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Night differential rates

Attendance incentives

HMO coverage

Paid leave entitlements

13th-month pay

Career growth programs

Team culture and perks

Job summary

Call center in Metro Manila is seeking motivated Customer Service Representatives to join our growing operations. You will be the frontline voice for our international client base, resolving inquiries and delivering exceptional satisfaction on every interaction.

Responsibilities include handling calls, logs in CRM, and meeting KPIs such as CSAT and FCR while adhering to security protocols and processes. Evening and weekend shifts may be required in this dynamic BPO role.

Qualifications

• High School Graduate (Old Curriculum) or SHS Graduate; college undergraduates and degree holders are welcome.
• Good to excellent conversational English communication skills with strong active listening capabilities.
• Basic computer literacy; comfortable navigating multiple browser tabs/windows; typing speed of 30-35 WPM.
• Willing to work on rotating shifts, night shifts, weekends and holidays.
• Open to candidates with prior BPO or customer-facing experience or fresh graduates eager to start a BPO career.

Responsibilities

• Handle incoming calls, messages, or emails in a professional, courteous, and timely manner.
• Diagnose customer concerns, navigate knowledge bases, and provide step-by-step solutions or account adjustments.
• Log, document, and update customer account details in CRM tools accurately.
• Meet and exceed daily and monthly KPIs including CSAT, FCR, AHT and attendance/punctuality standards.
• Adhere strictly to client-specific processes, security protocols, and workflows.

Skills

English communication

Typing speed 30-35 WPM

Multi-tab navigation

Shift readiness

Education

High School Graduate (Old Curriculum)

Senior High School (SHS) Graduate

Job description

About the Role

We are a leading global business services provider delivering next-generation customer experience solutions to some of the world’s most recognized brands. We are currently looking for motivated, energetic, and customer-centric Customer Service Representatives to join our growing operations.

In this role, you will be the frontline voice and primary point of contact for our international client base, resolving customer inquiries, troubleshooting account or technical concerns, and delivering exceptional customer satisfaction on every interaction.

Key Responsibilities

• Customer Interaction: Handle incoming calls, messages, or emails in a professional, courteous, and timely manner.

• Problem Solving & Issue Resolution: Accurately diagnose customer concerns, navigate internal knowledge bases, and provide step-by-step solutions or appropriate account adjustments.

• Accurate Documentation: Log, document, and update customer account details and call dispositions accurately in CRM tools.

• Performance Excellence: Meet and exceed daily and monthly operational targets (KPIs), including Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), and attendance/punctuality standards.

• Quality & Compliance: Adhere strictly to client-specific processes, security protocols, and operational workflows.

Qualifications & Requirements

• Educational Background: High School Graduate (Old Curriculum) or Senior High School (SHS) Graduate; college undergraduates and degree holders are welcome.

• Communication Skills: Good to excellent conversational English communication skills with strong active listening capabilities.

• Computer Skills: Basic computer literacy, comfortable navigating multiple browser tabs/windows simultaneously, with a typing speed of at least 30-35 WPM.

• Shift Readiness: Willing to work on rotating shifts, night shifts, weekends, and Philippine regular/special holidays.

• Experience Level: Open to candidates with prior BPO or customer-facing experience, as well as fresh graduates/entry-level applicants eager to start a BPO career.

What We Offer

• Competitive Compensation: Attractive basic salary package with generous night differential rates and attendance/performance incentives.

• Comprehensive Healthcare: HMO coverage with dependent enrollment options upon eligibility.

• Time Off & Bonuses: Paid leave entitlements (vacation and sick leave conversion), standard 13th-month pay, and holiday pay premiums.

• Career Growth: Transparent promotion pathways, leadership training, and skills enhancement programs.

• Workplace Culture: Engaging team activities, safe and supportive site facilities, and pantry perks.