Customer Service Representative | Local Account

FPT Software Philippines Corporation; Cebu City; On-site; PHP 257,000 - 335,000; Full time

Job summary

FPT Software Philippines Corporation in Cebu IT Park is hiring Customer Service Agents (Junior Level) to support a global Insurtech client, delivering device protection customer service across voice and digital channels for the Philippines market. Work set-up: Onsite.

Schedule: Dayshift, 9am–8pm, rotating shifts including Australian business hours. You will handle inquiries, policy administration, first-level complaints, CRM records, and ad-hoc tasks.

Qualifications

• Diploma or bachelor's degree in any field.
• Open to undergraduates with CSR experience.
• Minimum 0–3 years of customer service or BPO experience.
• Good command of written and spoken Tagalog and English (B2 proficiency or equivalent).
• Comfortable working across omni-channel platforms (voice, chat, email).
• Strong attention to detail and a customer-first mindset.
• Willing to work rotating shifts, 9am–8pm, Monday to Sunday, including public holidays.
• Willing to work rotating shifts aligned to Australian Eastern Time, Monday to Sunday, including Australian public holidays.

Responsibilities

• Handle inbound customer enquiries via call and digital channels, including product enquiries, membership status, and claim status enquiries.
• Support policy administration: new business, payment processing, policy amendments, refunds, renewals, and cancellations.
• Manage first-level complaint handling and elevate per defined process.
• Conduct outbound calls professionally and consistently using approved scripts.
• Deliver customer satisfaction surveys (NPS) at the close of interactions.
• Apply sanctions screening and fraud checks as part of standard process.
• Maintain accurate case records in the client's CRM system.
• Support ad-hoc administrative tasks and projects as assigned.

Skills

CSR experience

Tagalog & English (B2)

Omni-channel support

Attention to detail

Customer-first mindset

Education

Diploma or Bachelor's degree in any field

Job description

Start Immediately and join our Local Account (Dayshift)!

Work Set-up: Onsite

Work Schedule: Dayshift

Office Location: Cebu IT Park

Job Summary

We are hiring Customer Service Agents (Junior Level) to support a leading Global Insurtech Client, delivering device protection customer service across voice and digital channels for the Philippine market.

Job Responsibilities

• Handle inbound customer enquiries via call and digital channels, including product enquiries, membership status, and claim status enquiries

• Support policy administration: new business, payment processing, policy amendments, refunds, renewals, and cancellations

• Manage first-level complaint handling and elevate per defined process

• Conduct outbound calls professionally and consistently using approved scripts

• Deliver customer satisfaction surveys (NPS) at the close of interactions

• Apply sanctions screening and fraud checks as part of standard process

• Maintain accurate case records in the client's CRM system

• Support ad-hoc administrative tasks and projects as assigned

Job Qualifications

• Diploma or bachelor's degree in any field.

• Open to undergraduates of HS/Senior High/College level with CSR experience.

• Minimum 0 - 3 years of customer service or BPO experience

• Good command of written and spoken Tagalog and English (B2 proficiency or equivalent)

• Comfortable working across omni-channel platforms (voice, chat, email)

• Strong attention to detail and a customer-first mindset

• Willing to work rotating shifts, 9am–8pm, Monday to Sunday, including public holidays

• Willing to work rotating shifts aligned to Australian Eastern Time, Monday to Sunday, including Australian public holidays. Shift will be based in Cebu but timed to AU business hours.