Customer Service Representative (Carsharing and Car Rental Services Account)

TDCX; Mandaluyong; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Competitive remuneration

Medical coverage

World-class workspaces

Learning and development programs

Flexible working arrangements

Public transport access

Job summary

TDCX in Mandaluyong is hiring for a customer service advocate to handle escalated inquiries across live chat, email and phone. You will work with AI-assisted tools to review responses and improve accuracy while delivering timely resolutions.

The role requires 1+ year in customer service, chat experience in a BPO, and excellent English communication. Rotate shifts, onsite work in Mandaluyong, with strong onboarding and coaching support.

Qualifications

• Senior High School graduate with 1+ year in customer service.
• At least 6 months of chat support experience in a BPO.
• Experience with Intercom or Zendesk is preferred.
• Excellent written and spoken English communication.

Responsibilities

• Handle escalated customer enquiries across live chat, email and phone within targets.
• Provide clear, accurate answers on bookings, billing, and account issues.
• Work with AI agent and assist tools, review suggestions, and flag errors.
• Resolve inquiries within policy, escalate when needed, and log cases accurately.
• Support team lead with shift handovers and peer coaching.

Skills

Customer service

Chat support

English communication

Typing speed 40 wpm

Education

Senior High School Diploma

Tools

Intercom

Zendesk

Job description

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Competitive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Handle escalated customer enquiries across official channels — primarily Live Chat,
  plus email and phone (accident and breakdown hotline), within agreed response and
  resolution targets.
• Give clear, accurate answers on bookings, billing, vehicle issues, and account matters, using knowledge base and approved responses.
• Work alongside our AI agent and agent-assist tools such as Co-Pilot — reviewing suggested
  responses, taking over escalated cases, and flagging where the AI got it wrong so we can
  improve it.
• Resolve enquiries and disputes independently where policy allows, and escalated promptly
  through the agreed matrix when they fall outside your remit.
• Manage multiple concurrent chats without letting quality or response time slip.
• Conduct customer experience audits and feed what you hear back to the team.
• Log cases accurately and completely.
• Encourage a strong service mindset across the team, and affirm the behaviour you want to
  see more of.
• Support your Team Lead with day-to-day operations, including shift handovers and peer
  coaching.

Who are we looking for?

• Senior High School Graduate
• Must have at least 1 year of customer service experience with at least 6 months of chat support experience in a BPO setting
• Hands-on experience with help desk software such as Intercom or Zendesk is preferred
• Background in mobility, transport, marketplace, or any other operations-heavy consumer business is highly preferred
• Able to type at a speed of at least 40 words per minute
• Excellent verbal and written English communication skills
• Amenable to work in rotating shifts
• Can work in Sheridan, Mandaluyong City