Customer Service Representative (CSR) Onsite

KMC Solutions; Makati; On-site; PHP 279,000 - 469,000; Full time

Job summary

KMC Solutions in Makati seeks a Customer Service Representative to handle post-sale customer interactions, focusing on billing inquiries, account support, and general service-related concerns. This role ensures a smooth customer experience by resolving issues efficiently and maintaining accurate records.

You will serve as a key point of contact for customers using E3Performance’s services, ensuring concerns are addressed clearly, professionally, and within agreed service levels.

Qualifications

• Bachelor’s degree in any field.
• Strong English communication (verbal and written).
• 1–3 years of BPO CS experience with North American/U.S. customers.
• Any LOB is accepted; customer service experience is required.
• Amenable to night shift, 8PM–5AM, Mon–Fri.

Responsibilities

• Handle inbound and outbound customer interactions related to billing, account inquiries, and after-sales support.
• Resolve concerns such as invoices, payment discrepancies, subscription changes, and service-related questions.
• Provide clear explanations of billing details, charges, and account status.
• Maintain accurate documentation of customer interactions in CRM or ticketing systems.
• Follow established processes and SLAs to ensure timely resolution.
• Escalate complex or unresolved issues to appropriate internal teams.
• Support customer retention by delivering a positive and solution-oriented experience.
• Identify recurring issues and provide feedback to improve processes and customer experience.
• Collaborate with internal teams (finance, operations, client services) when needed.

Skills

English proficiency

Customer service

Education

Bachelor's degree

Tools

CRM software

Ticketing systems

Job description

The Customer Service Representative will handle post-sale customer interactions, focusing on billing inquiries, account support, and general service-related concerns. This role ensures a smooth customer experience by resolving issues efficiently, maintaining accurate records, and supporting customers throughout their lifecycle.

You will serve as a key point of contact for customers using E3Performance’s services, ensuring concerns are addressed clearly, professionally, and within agreed service levels.

Key Responsibilities:

• Handle inbound and outbound customer interactions related to billing, account inquiries, and after-sales support
• Resolve concerns such as invoices, payment discrepancies, subscription changes, and service-related questions
• Provide clear explanations of billing details, charges, and account status
• Maintain accurate documentation of customer interactions in CRM or ticketing systems
• Follow established processes and service level agreements (SLAs) to ensure timely resolution
• Escalate complex or unresolved issues to appropriate internal teams
• Support customer retention by delivering a positive and solution-oriented experience
• Identify recurring issues and provide feedback to improve processes and customer experience
• Collaborate with internal teams (e.g., finance, operations, client services) when needed

Minimum Requirements:

• Bachelor’s degree in any field
• Strong English communication skills (verbal and written)
• 1–3 years of BPO CS experience with North American/U.S. customers.
• Any LOB is accepted; customer service experience is required.
• Amenable to work night shift, 8PM - 5AM, M-F
• Location: KMC Armstrong Corporate Center