Customer Service Representative (Entry-Level, Onsite CSR)

ABS-CBN Corporation; Quezon City; On-site; PHP 240,000 - 300,000; Full time

Job summary

ABS-CBN Corporation is seeking a customer service associate to respond to inquiries across digital channels and provide accurate information to resolve issues promptly. You will document interactions, follow established protocols, and collaborate with teams to elevate complex cases. Flexibility to work shifts is required.

The role emphasizes empathy, attention to detail, and reliable, courteous communication with customers while maintaining high-quality service standards.

Qualifications

• Excellent written and verbal communication skills.
• Proficiency with digital platforms and CRM systems.
• Ability to resolve issues with a customer-centric approach.
• Experience using standard office software.

Responsibilities

• Respond to customer inquiries via email, live chat, social media and messaging platforms.
• Provide accurate information to resolve issues effectively.
• Document interactions and maintain records per guidelines.
• Escalate complex issues to appropriate teams when needed.
• Follow protocols while maintaining quality and satisfaction targets.
• Use CRM and support tools to track progress.

Skills

Strong communication

CRM proficiency

Multitasking

Empathy

Attention to detail

Reliability

Flexibility

Education

Senior High School diploma or equivalent

Tools

CRM software

Job description

What you'll be doing

• Respond to customer inquiries through digital channels including email, live chat, social media and messaging platforms in a timely and professional manner
• Provide accurate information about services, products and solutions to resolve customer issues effectively
• Document customer interactions and maintain detailed records of all communication exchanges in accordance with company guidelines
• Identify and elevate complex issues to appropriate departments or senior team members when necessary
• Follow established protocols and procedures whilst maintaining quality standards and customer satisfaction targets
• Utilize customer relationship management (CRM) systems and digital support tools to manage workflow and track resolution progress
• Gather customer feedback and insights to help identify opportunities for service improvement
• Maintain professional and courteous communication with all customers whilst handling difficult situations with patience and empathy

What we're looking for

• Senior High school diploma or equivalent as a minimum
• Excellent written and verbal communication skills with the ability to articulate complex information clearly and concisely
• Proficiency in using digital communication platforms, CRM systems and standard office software
• Strong problem-solving abilities with a customer-centric approach to resolving issues
• Ability to multitask effectively and manage multiple customer inquiries simultaneously whilst maintaining high-quality standards
• Patience, empathy and a positive attitude when dealing with customers from diverse backgrounds
• Attention to detail and accuracy in documentation and record-keeping
• Reliability and punctuality with the ability to work flexible shifts as required