Customer Service Representative – Advanced Support Specialist | Pasig

Transcom Worldwide (Philippines), Inc.; Pasig; On-site; PHP 290,000 - 469,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Career growth

Team environment

Modern facilities

Job summary

Transcom Worldwide (Philippines), Inc. is seeking passionate Customer Service Representatives – Advanced Support Specialists to join our Pasig City team.

You will handle the most complex and sensitive customer cases via chat and email, focusing on money movement, identity verification, fraud prevention, and regulatory compliance. You will work to resolve issues accurately and confidentially while maintaining high service standards.

Qualifications

• At least college level.
• Must be 18 years old or above.
• Excellent communication skills (C2 CEFR) verbal and written.
• 2 years customer service experience handling escalations or complex issues.
• Willing to work onsite with a flexible schedule.

Responsibilities

• Handle the most complex and sensitive cases through chat/email.
• Maintain detailed records of customer interactions and document resolutions.
• Handle cases involving money movement, identity verification, fraud, account integrity, and regulatory compliance.
• Manage high‑risk customer interactions (social media and press escalations).
• Contribute to continuous improvement of customer service processes and procedures.
• Adhere to company policies, procedures, and quality standards.

Skills

Communication skills

Problem solving

CRM software

English fluency

Customer service

Team collaboration

Education

College level

Tools

CRM software

Job description

About the role

Transcom Worldwide (Philippines), Inc. is looking for passionate Customer Service Representatives – Advanced Support Specialists to join our dynamic team in Pasig City.

In this role, you will manage the most complex and sensitive customer cases through chat and email support. You will be responsible for handling issues involving money movement, identity verification, fraud prevention, account integrity, and regulatory compliance, ensuring every case is resolved with accuracy, professionalism, and confidentiality.

You will also manage high‑risk customer interactions, including social media and press escalations, providing timely, thoughtful, and customer‑focused resolutions while maintaining the highest standards of service and trust.

What you'll be doing

• Handle the most complex and sensitive cases through chat/email

• Maintain detailed records of customer interactions and document resolutions

• Will handle cases involving Money movement, identity verification, fraud, account integrity, and regulatory compliance

• Handle high‑risk customer interactions (Social media and press escalations)

• Contribute to the continuous improvement of customer service processes and procedures

• Adhere to company policies, procedures, and quality standards

What we’re looking for

• Excellent communication and interpersonal skills, with the ability to interact with customers in a professional and empathetic manner

• Strong problem-solving and decision‑making abilities to effectively handle customer inquiries and concerns

• Proficient in using computer systems and customer relationship management (CRM) software

• Previous experience in a customer service or call centre environment is preferred

• Fluency in English and the ability to communicate effectively in a team environment

• Flexible and adaptable to work in a fast‑paced, dynamic environment

Qualifications for a CSR Role

• At least college level.

• Must be 18 years old and above.

• Good Communication Skills (C2 CEFR, Verbal and Written)

• 2 Years Customer Service Experience handling escalations or complex issues

• Strong verbal and written communication skills.

• Must be willing to work onsite with a flexible schedule.

Preferred Experience

• Experience in Banking, fintech, financial or any regulated industry

• Knowledge in fraud prevention, identity verification, KYC, or compliance

• Experience using CRM

What we offer

• Competitive salary and performance‑based bonuses

• Comprehensive health and wellness benefits

• Opportunities for career development and growth

• Supportive and collaborative team environment

• Modern and comfortable work facilities

About us

Transcom Worldwide (Philippines), Inc. is a leading provider of customer experience solutions, specialising in customer service, technical support, and sales. With a global presence and a strong track record, we are committed to delivering exceptional service and creating lasting value for our clients and their customers.