Customer Service Representative (CSR) Taguig & Pampanga

Gratitude Philippines; Manila; On-site; PHP 240,000 - 300,000; Full time

Job summary

Gratitude Philippines is seeking a Customer Service Representative (CSR) to join our onsite team in Manila. The role focuses on delivering a positive customer experience, handling inquiries, and maintaining accurate records.

Candidates should have 1–4 years in customer service, preferably from utilities, telecoms, insurance, or banking sectors, with strong communication skills and the ability to work in assigned shifts and comply with SOPs.

Qualifications

• 1–4 years of relevant customer service experience.
• Experience in Utilities, Telecom, Insurance, or Banking & Financial Services preferred.
• Good verbal and written communication skills.
• Strong listening, problem-solving, and interpersonal abilities.
• Ability to document interactions and handle information securely.
• Willingness to work onsite and in assigned shift.

Responsibilities

• Handle customer inquiries and service requests professionally via assigned channels.
• Provide accurate information about products, services, and processes.
• Listen to customers, identify needs, and offer appropriate solutions.
• Resolve issues within service guidelines; escalate complex cases.
• Maintain professional, courteous, and customer-focused interactions.
• Document interactions, requests, complaints, and resolutions clearly.
• Adhere to SOPs and quality assurance guidelines.
• Maintain confidentiality of customer information.
• Achieve performance targets for CSAT, productivity, and quality.
• Collaborate with internal teams to resolve concerns promptly.
• Adapt to process updates and shift requirements.

Skills

Verbal communication

Written communication

Listening skills

Problem solving

Interpersonal skills

Attention to detail

Record keeping

Teamwork

Basic computer skills

Job description

Customer Service Representative (CSR)

Key Requirements

Role: Customer Service Representative (CSR)
Work Setup: Onsite
Experience: 1-4 years
Preferred Industry Background: Utilities, Telecom, Insurance, Banking & Financial Services
Work Location: As assigned
Shift: Must be willing to work in the assigned shift.

Job Overview

We are looking for customer-focused and service-oriented professionals to join our team as Customer Service Representatives (CSR). The ideal candidates should possess strong communication skills, a positive attitude, and the ability to handle customer inquiries professionally while ensuring a smooth and satisfactory customer experience.

Candidates with prior experience in Utilities, Telecommunications, Insurance, or Banking & Financial Services will be preferred. Applicants should be comfortable working in an onsite environment, following established procedures, and meeting the service quality standards and performance expectations of the organization.

Key Responsibilities

• Handle customer inquiries, concerns, and service requests professionally through the assigned communication channels.

• Provide accurate information regarding products, services, account details, and applicable processes.

• Listen carefully to customer concerns, identify their needs, and provide appropriate solutions or guidance.

• Resolve customer issues within the defined service guidelines and elevate complex cases to the appropriate department when necessary.

• Maintain a professional, courteous, and customer-focused approach during every interaction.

• Ensure accurate documentation of customer interactions, requests, complaints, and resolutions in the designated systems.

• Follow company policies, standard operating procedures (SOPs), and quality assurance guidelines.

• Maintain confidentiality when handling customer information and sensitive account details.

• Meet established performance targets, including customer satisfaction, productivity, quality, and adherence to assigned schedules.

• Coordinate with internal teams to ensure timely resolution of customer concerns.

• Adapt to process updates, operational requirements, and assigned shift schedules as required.

Qualifications and Requirements

• 1-4 years of relevant customer service or customer support experience.

• Experience in Utilities, Telecom, Insurance, or Banking & Financial Services is preferred.

• Good verbal and written communication skills.

• Strong listening, problem-solving, and interpersonal skills.

• Ability to understand customer concerns and provide clear, accurate, and appropriate responses.

• Basic computer proficiency and the ability to work with customer service tools and systems.

• Strong attention to detail and the ability to maintain accurate records.

• Willingness to work onsite at the assigned location.

• Flexibility to work in the assigned shift and comply with operational requirements.

• Ability to work independently and collaboratively in a team-oriented environment.

Mandatory Documents

Candidates must have the following documents readily available for the recruitment process:

• Transcript of Records (TOR)

• Diploma

• Certificate(s) of Employment (COE)

Please ensure that all required documents are available before proceeding with the recruitment process.

Recruitment Process

Validation Virtual Interview Submission of Required Documents Job Offer (JO)

Candidates must successfully complete each stage of the recruitment process and submit the required documents before proceeding to the Job Offer stage.

Important Notice

STRICTLY NO WALK-INS.

Only candidates who follow the prescribed recruitment process will be considered. Applicants must be prepared to attend the virtual interview, submit the mandatory documents, and comply with the assigned work location and shift requirements.