Customer Service Representative (Carsharing and Car Rental Services Account)

TDCX Philippines; Mandaluyong; On-site; PHP 223,000 - 335,000; Full time

Benefits offered by this job

Competitive remuneration & incentives

Comprehensive health/insurance

Flexible working arrangements

World-class workspace

Learning & development plans

Mentorship from experts

Global company with industry awards

Job summary

TDCX Philippines is hiring for a customer support role in Mandaluyong. The ideal candidate has at least 1 year of customer service experience with chat support, and familiarity with Intercom or Zendesk.

Strong English communication, 40 WPM typing, and willingness to work rotating shifts are required. The role involves handling escalated inquiries across live chat, email, and phone, resolving bookings and billing issues, and collaborating with AI tools to improve response quality.

Qualifications

• Minimum 1 year of customer service experience with at least 6 months of chat support in a BPO setting.
• Hands-on experience with help desk software such as Intercom or Zendesk.
• Typing speed of at least 40 words per minute and excellent written/oral English.
• Background in mobility, transport, marketplace, or operations-heavy consumer business is preferred.

Responsibilities

• Handle escalated customer enquiries across official channels—live chat, email, and phone—within targets.
• Provide clear, accurate answers on bookings, billing, vehicle issues, and account matters.
• Support operations with shift handovers, peer coaching, and logging cases accurately.
• Work alongside AI tools and agents, reviewing suggestions and routing where needed.

Skills

Customer service experience

Chat support experience

Typing speed 40 wpm

Excellent English communication

Education

Senior High School Graduate

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 expedite 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

All candidates must have at least one (1) valid government-issued ID and a soft copy saved on their phone for verification purposes.