Customer Service Representative | Clark, Pampanga

Hammerjack Pty Ltd; Philippines; On-site; PHP 201,000 - 312,000; Full time

Job summary

Infosys BPM Philippines invites applications for a customer support ambassador role, handling calls, email, and chat with a focus on resolving issues per SOPs. The job emphasizes research, accuracy, and opportunity spotting for related products and services.

The role requires 18+ months BPO experience, strong English skills, and attention to detail, with 100% onsite work at Clark. Nights, weekends, and split shifts may be required to meet KPIs and regulatory standards.

Qualifications

• Graduate of any degree; undergraduates are encouraged to apply with compensatory BPO experience.
• Excellent communication skills and fluency in speaking, writing, and reading English.
• With at least 18 months of BPO experience, preferably supporting financial services programs.
• Good attention to detail and strong problem-solving skills.
• Customer-focused, solution-oriented, and KPI-driven.
• Teachable and demonstrates good business etiquette.
• Willing to work 100% onsite.
• Candidates who live nearby our offices will have better advantages.
• Willing to work on night shifts, shifting schedules, weekends, holidays, and split offs as necessary.

Responsibilities

• Assist customers primarily through calls, with email and chat support depending on program and business needs, and provide timely and appropriate resolutions following established SOPs.
• Perform research and due diligence to resolve customer concerns, provide accurate information, and identify opportunities to recommend relevant products and services.
• Navigate multiple online applications and maintain knowledge of financial and banking products and services to effectively assist customers.
• Meet program-specific KPIs and SLAs while ensuring customer satisfaction.
• Adhere to established processes, policies, procedures, and applicable regulatory and legal requirements.
• Perform assigned tasks and ad-hoc responsibilities based on business needs.

Skills

Communication

English fluency

BPO experience

KPI-driven

Detail-oriented

Education

Bachelor's degree or higher

Undergraduate with BPO experience

Job description

Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Overview of the role but not limited to:

• Assist customers primarily through calls, with email and chat support depending on program and business needs, and provide timely and appropriate resolutions following established SOPs.
• Perform research and due diligence to resolve customer concerns, provide accurate information, and identify opportunities to recommend relevant products and services.
• Navigate multiple online applications and maintain knowledge of financial and banking products and services to effectively assist customers.
• Meet program-specific KPIs and SLAs while ensuring customer satisfaction.
• Adhere to established processes, policies, procedures, and applicable regulatory and legal requirements.
• Perform assigned tasks and ad-hoc responsibilities based on business needs.

Requirements:

• Graduate of any degree; undergraduates are encouraged to apply with compensatory BPO experience.
• Excellent communication skills and fluency in speaking, writing, and reading English.
• With at least 18 months of BPO experience, preferably supporting financial services programs. FS background is not required but is a strong advantage.
• Good attention to detail and strong problem-solving skills.
• Customer-focused, solution-oriented, and KPI-driven.
• Teachable and demonstrates good business etiquette.
• Willing to work 100% onsite. Candidates who live nearby our offices will have better advantages.
• Willing to work on night shifts, shifting schedules, weekends, holidays, and split offs as necessary.
• Our office is located at BPO Tech Hub 2, SM City Clark, Angeles City, Pampanga.

We value Diversity, Equity, and Belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.

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