CUSTOMER SERVICE REPRESENTATIVE

Talent Outsourcing Channel Solutions; Quezon City; On-site; PHP 223,000 - 357,000; Full time

Job summary

Talent Outsourcing Channel Solutions in Quezon City, Metro Manila, is seeking a Customer Service Representative to join our team on a full-time basis. You will be the voice of our clients, providing outstanding support across multiple channels while building positive relationships and ensuring customer satisfaction.

The role offers opportunities for career growth in a dynamic customer service environment, with emphasis on accurate documentation, product knowledge, and professional communication

Qualifications

• High school diploma or equivalent; CS cert is a plus.

Responsibilities

• Handle inbound and outbound inquiries via phone, email, chat.
• Provide accurate and timely responses on products, services, accounts.
• Document interactions and maintain records in company systems.
• Elevate complex issues to appropriate departments.
• Process account updates, orders, and billing inquiries.
• Resolve complaints professionally to achieve satisfactory outcomes.
• Follow policies and quality standards.
• Meet performance metrics such as CSAT and FCR.
• Support teammates and contribute to a positive team culture.
• Stay updated on products and policies.

Skills

Customer service

English fluency

Multilingual

Call centre experience

Education

High school diploma

Tools

CRM software

Job description

About us

Talent Outsourcing Channel Solutions is a leading provider of outsourced customer service and business process solutions. We partner with global brands to deliver exceptional customer experiences through our dedicated, professional teams. With a commitment to excellence, innovation, and employee development, we create an environment where talented individuals can thrive and build rewarding careers in the customer service industry.

About the role

We are seeking a Customer Service Representative to join our dynamic team in Quezon City, Metro Manila on a full-time basis. In this role, you will be the voice of our clients, providing outstanding support to customers across multiple channels. As a Customer Service Representative, you will play a crucial part in building and maintaining positive customer relationships, resolving inquiries efficiently, and contributing to the overall satisfaction and loyalty of our clients' customer base. This position offers an excellent opportunity to develop your career in a fast-paced, professional environment whilst making a tangible difference in customer experiences.

Key responsibilities

• Handle inbound and outbound customer inquiries via phone, email, chat, and other communication channels

• Provide accurate, helpful, and timely responses to customer questions regarding products, services, and account information

• Document customer interactions and maintain detailed records in company systems

• Identify and elevate complex issues to appropriate departments or supervisors

• Process customer requests such as account updates, order placements, and billing inquiries

• Resolve customer complaints professionally and work towards satisfactory resolutions

• Follow company policies, procedures, and quality standards consistently

• Meet or exceed performance metrics including call handling time, customer satisfaction ratings, and first-contact resolution targets

• Contribute to a positive team environment and support colleagues when needed

• Continuously update knowledge of products, services, and company policies

What we're looking for

• High school diploma or equivalent qualification; additional customer service certification is advantageous

• Proven customer service experience, preferably in a call centre or contact centre environment; At least 6 months CCE or 12 months CS experience ; High School/Senior High Graduate

• Excellent verbal and written communication skills in English; multilingual abilities are highly valued

• Strong listening skills with the ability to understand and address customer needs effectively

• Proficiency with computer systems, databases, and customer relationship management (CRM) software

• Ability to manage multiple tasks and prioritise workload in a fast-paced environment

• Patient, empathetic, and professional demeanour when dealing with customers

• Problem-solving skills and the ability to think critically under pressure

• Reliable attendance and punctuality with flexibility to work scheduled shifts

• Willingness to learn and adapt to new systems, processes, and products

What we offer

Talent Outsourcing Channel Solutions is committed to supporting the wellbeing and professional growth of our team members. We offer competitive remuneration packages, performance bonuses, and opportunities for career advancement within a growing organisation. Our benefits include health and wellness programmes, paid leave entitlements, and access to professional training and development initiatives. We foster a collaborative and inclusive workplace culture where your contributions are valued and recognised. We actively encourage applications from all qualified candidates and are committed to creating an accessible recruitment process. If you require any adjustments or support during the application or interview stages, please let us know and we will do our best to accommodate your needs.