Customer Service Representative

PM Consulting; Philippines; On-site; PHP 268,000 - 424,000; Full time

Job summary

PM Consulting in the Philippines is seeking a Customer Service Representative who focuses on delivering an excellent customer experience across phone, email, and chat. You will handle inquiries, resolve issues, and process requests while meeting performance targets.

The role is onsite and requires adaptability to shift schedules, weekends, and holidays. You will stay updated on products and policies, document interactions, and collaborate with internal teams to ensure timely resolutions.

Qualifications

• High School diploma or equivalent required.
• Excellent verbal and written communication.
• Ability to work in a fast-paced environment.
• Willing to work shifting schedules, weekends, and holidays.
• Onsite role in the Philippines.

Responsibilities

• Handle customer inquiries, concerns, and requests in a professional and timely manner.
• Provide accurate information regarding products, services, accounts, orders, or processes.
• Resolve customer issues through effective problem-solving and escalation when necessary.
• Maintain a high level of customer satisfaction and deliver a positive customer experience.
• Process customer transactions, requests, account updates, and other service-related activities accurately.
• Document customer interactions and maintain accurate records in the system.
• Follow company policies, procedures, quality standards, and data privacy guidelines.
• Meet performance metrics such as Average Handling Time (AHT), Quality, CSAT, Attendance, and Productivity.
• Collaborate with internal teams to address complex customer concerns and ensure timely resolution.
• Stay updated on company products, services, processes, and system changes.
• Perform other duties and responsibilities related to customer service operations as assigned.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Multitasking

Education

High School diploma

Tools

CRM software

Job description

We are looking for a customer-focused and reliable Customer Service Representative (CSR) to provide excellent support to customers through phone, email, chat, or other communication channels. The successful candidate will handle customer inquiries, resolve concerns, process requests, and ensure a positive customer experience while meeting service and performance standards.

Key Responsibilities

• Handle customer inquiries, concerns, and requests in a professional and timely manner.
• Provide accurate information regarding products, services, accounts, orders, or processes.
• Resolve customer issues through effective problem-solving and appropriate escalation when necessary.
• Maintain a high level of customer satisfaction and deliver a positive customer experience.
• Process customer transactions, requests, account updates, and other service-related activities accurately.
• Document customer interactions and maintain accurate records in the system.
• Follow company policies, procedures, quality standards, and data privacy guidelines.
• Meet established performance metrics such as Average Handling Time (AHT), Quality, Customer Satisfaction (CSAT), Attendance, and Productivity.
• Collaborate with internal teams to address complex customer concerns and ensure timely resolution.
• Stay updated on company products, services, processes, and system changes.
• Perform other duties and responsibilities related to customer service operations as assigned.

Qualifications

• At least High School graduate / Senior High School graduate, depending on account requirements.
• With or without BPO experience; relevant customer service experience is an advantage.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Computer literate and comfortable navigating multiple systems.
• Ability to work in a fast-paced, target-driven environment.
• Willing to work on shifting schedules, weekends, and holidays when required.
• Willing to work onsite, depending on account requirements.

Preferred Skills

• Customer-focused and service-oriented
• Good active listening skills
• Strong attention to detail
• Adaptable and willing to learn
• Can effectively handle difficult or irate customers
• Good time management and multitasking skills
• Professional and positive attitude