Customer Service Representative (For Pooling)

Complete Development (CoDev); Cebu City; Remote; PHP 335,000 - 513,000; Full time

Benefits offered by this job

Medical and Life Insurance

Equipment provided

Monthly utility stipend

Regularization increase

Annual salary increase

0% interest salary loans

Online training access

Job summary

Complete Development (CoDev) in the Philippines seeks a Customer Service Representative to support US client inquiries via phone, chat, and email from a work-from-home setup. The role emphasizes solving problems, owning tickets, and delivering a high-quality customer experience.

You will handle financing questions, troubleshoot issues, and document interactions while collaborating with internal and external teams. A strong, empathetic communicator is essential for a remote, night-shift position.

Qualifications

• 3+ years of customer service or support experience.
• Experience in financial services/fintech lending.
• Experience using a CRM.
• HubSpot experience is a plus.
• Experience handling phone, chat, and email channels.
• Strong written and verbal communication.
• Excellent organizational and time-management skills.
• Detail-oriented with accuracy in financial data.
• Ability to troubleshoot and work independently.
• Remote-work capability with reliable internet.
• Night shift availability.

Responsibilities

• Assist customers and merchants by phone, chat, and email.
• Answer questions about financing, applications, payments, accounts.
• Troubleshoot issues and propose solutions.
• Take ownership from start to resolution.
• Document interactions in the CRM.
• Follow processes while using good judgment.
• Identify recurring problems and raise trends to the team.
• Collaborate with internal teams and partners for complex issues.
• Maintain professional, accurate multi-channel communication.
• Protect customer information per policy.

Skills

Customer service

Multichannel support

Attention to detail

Problem solving

Communication

Time management

Remote work

Team player

Adaptable

Tools

CRM

HubSpot

Job description

Job Title: Customer Service Representative (US Client)

Work Setup: Work-from-Home | Philippines | Full-Time l Night Shift

Industry: Financial Services l Multi-Lender Financing Platform

Role: Customer Support l Troubleshoot and Problem Resolution l Chat, Phone, and Email

THE POSITION IS FOR POOLING, BUT WE WILL STILL ACTIVELY PROCESS CANDIDATES.

About the Client

Our client is committed to making financial services more accessible, straightforward, and people-centered. They provide businesses and their customers with flexible financing solutions while creating an experience that is clear, seamless, and supportive.

The Customer & Merchant Success team plays an important role in delivering this experience. They are looking for a Customer Service Representative who enjoys helping people, resolving concerns, and ensuring that every interaction leaves customers and merchants feeling valued and supported.

About the Role

As a Customer Service Representative, you will be one of the primary points of contact for both our customers and merchants. You will assist with questions, troubleshoot issues, provide guidance throughout the financing process, and work to find solutions when problems arise.

This role requires someone who can balance empathy with attention to detail. You will be communicating with people by phone, chat, and email, while also documenting interactions and managing multiple requests throughout the day.

We are looking for someone who doesn't simply answer questions, but takes ownership of the problem and works to find the best solution.

What You'll Do

• Assist customers and merchants by phone, chat, and email.
• Answer questions about financing, applications, payments, accounts, and other support-related issues.
• Troubleshoot customer and merchant issues and determine the appropriate solution.
• Take ownership of issues from beginning to resolution whenever possible.
• Clearly explain processes and information to customers and merchants.
• Document customer and merchant interactions accurately in our CRM.
• Follow established processes and procedures while using good judgment when situations require additional investigation.
• Identify recurring problems and communicate trends or potential issues to the team.
• Work with internal teams and external partners when an issue requires additional support.
• Manage multiple conversations and requests while maintaining accuracy and professionalism.
• Protect customer information and follow company policies and procedures.
• Help create a positive experience for every customer and merchant interaction.

What We're Looking For

We are looking for someone who is:

• Organized — able to manage multiple conversations, tasks, and follow-ups without losing track of details.
• Detail-oriented — understands that accuracy is especially important when working with financial information.
• A problem solver — doesn't stop at “I don't know”; looks for answers and solutions.
• A strong communicator — can communicate clearly and professionally through phone, chat, and email.
• Empathetic and patient — understands that customers and merchants may contact us when they are frustrated or confused.
• Accountable — takes ownership of their work and follows through on commitments.
• Adaptable — comfortable learning new systems, processes, and products.
• A team player — willing to help teammates and contribute to a positive team environment.

Qualifications

• At least 3+ years of customer service or customer support experience.
• Experience working in a financial services, fintech, lending, or similar environment.
• Experience using a CRM.
• HubSpot experience is a plus, but not required.
• Experience providing support through multiple channels such as phone, chat, and email.
• Strong written and verbal communication skills.
• Excellent organizational and time-management skills.
• Strong attention to detail.
• Ability to troubleshoot problems and find solutions independently.
• Comfortable working with computers and learning new software.
• Ability to work independently in a remote environment.
• Reliable internet connection and a suitable workspace for remote work.
• Ability to work the assigned schedule consistently (Night Shift PH time).

What Success Looks Like

A successful Customer Service Representative will:

• Make customers and merchants feel heard, respected, and supported.
• Resolve issues efficiently and accurately.
• Follow through on open issues and commitments.
• Maintain accurate documentation and records.
• Become knowledgeable about clients' products, systems, and processes.
• Recognize problems before they become larger issues.
• Consistently provide a clear, concise, genuine, transparent, and helpful customer experience.

The CoDev Story

For 15+ years, we’ve empowered top talent in the Philippines and emerging markets to partner with U.S. organizations through transparent, compliant offshore development services.

Our Mission & Core Values

We believe the right talent should be a self-starting expert, seamlessly aligned with your company culture and driven to deliver results with independent, autonomous thinking. In doing so, we empower you to drive your business forward.

Why Join CoDev?

• Medical and Life Insurance package on the 2nd month plus 2 dependents
• Company provided equipment + Monthly utility stipend of Php 1,500
• A regularization increase on the 6th month
• Annual salary increase based on performanceTax-Free allowances incorporated in pay
• Salary loans with 0% interest, payable in 2 months
• Opportunity for self-improvements like access to online training sites such as Udemy, Pluralsight, and other resources

Learn more about CoDev at https://www.codev.com/