Customer Service Representative

Capgemini; Taguig; On-site; PHP 290,000 - 469,000; Full time

Job summary

Capgemini Philippines is seeking a Customer Service Team Member to handle inquiries and resolve issues across phone, email, and chat. You will maintain accurate records and follow policies while escalating complex cases to internal teams.

The role requires strong English communications, a customer-centric approach, and at least 1.5 years in CS, preferably in banking/cards. The position is onsite at McKinley West, Taguig or SM MOA Complex, Pasay, with Australian business hours.

Qualifications

• Excellent English communication skills with customer centricity.
• Ability to identify and resolve customer issues and complaints efficiently.
• Team player with a positive attitude.
• At least 1.5 years customer service experience, preferably in banking/cards LOB.
• College graduate.

Responsibilities

• Respond to customer inquiries promptly and professionally via phone, email or chat.
• Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and offering appropriate solutions.
• Maintain accurate records of customer interactions and transactions.
• Follow communication procedures, guidelines, and policies.
• Escalate unresolved issues to the appropriate internal teams.
• Provide feedback on the efficiency of the customer service process.
• Stay updated on product knowledge, promotions, and company policies.

Skills

English communication

Customer service experience

Issue resolution

Team player

Banking/cards CS experience (preferred

Education

College graduate

Job description

The Customer Service Team Member is the first point of contact for customers, for delivering exceptional service and support. This role involves handling inquiries, resolving issues, and maintaining customer satisfaction across various communication channels such as phone or chat.

1. Key Responsibilities:

• Respond to customer inquiries promptly and professionally via phone, email or chat.
• Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and offering appropriate solutions.
• Maintain accurate records of customer interactions and transactions.
• Follow communication procedures, guidelines, and policies.
• Escalate unresolved issues to the appropriate internal teams.
• Provide feedback on the efficiency of the customer service process.
• Stay updated on product knowledge, promotions, and company policies.

2. Skills and Qualifications:

• Excellent English communication skills with customer centricity
• Must have the ability to identify and resolve customer issues and complaints efficiently
• Team player with a positive attitude
• At least 1.5 years Customer Service experience, preferably in banking/cards LOB
• College graduate

3. Work Set-up:

• Amenable to work onsite both at McKinley West, Taguig or SM MOA Complex, Pasay offices
• Willing to work Australian business hours