Customer Service Representative (Non-Voice)

ELEVATED PLUS INC.; Philippines; On-site; PHP 180,000 - 300,000; Full time

Job summary

Elevated Plus Inc. is seeking a Customer Service Representative I to deliver high-quality customer support with timely, accurate responses while upholding company policies.

You will contribute to customer satisfaction, issue resolution, and operational excellence through effective communication and documentation. In this fast-paced role, you will build strong client relationships, maintain complete case records, and collaborate with cross-functional teams to resolve issues and improve processes.

Qualifications

• At least second-year college level; bachelor's degree is an advantage.
• Experience in customer service or related industries is preferred.
• Excellent written and verbal English communication skills.
• Strong interpersonal, analytical, and problem-solving skills.
• Ability to work in a fast-paced environment with minimal supervision.
• High attention to detail and confidentiality.
• Willing to work shifting schedules, weekends, and holidays.

Responsibilities

• Deliver exceptional customer service by responding to inquiries professionally while complying with standards.
• Build positive customer relationships through active listening and effective communication.
• Demonstrate product knowledge and process understanding to ensure consistent experiences.
• Manage multiple interactions with quality, accuracy, and productivity.
• Promote customer satisfaction and brand loyalty through excellence in service.
• Identify concerns, escalate when necessary, and follow up to resolution.

Skills

English proficiency

Interpersonal skills

Analytical problem solving

Adaptability

Attention to detail

Time management

Education

Second-year college level

Bachelor’s degree advantage

Job description

Job description:

OVERVIEW OF THE ROLE

The Customer Service Representative I is responsible for delivering high-quality customer support by providing timely, accurate, and professional assistance to customers while ensuring compliance with company policies, client requirements, and service standards. The role contributes to customer satisfaction, issue resolution, and operational excellence through effective communication, problem-solving, documentation, and customer relationship management.

DUTIES AND RESPONSIBILITIES

Customer Service Delivery and Customer Experience

• Deliver exceptional customer service by responding to customer inquiries, concerns, and requests professionally while complying with service standards and operational procedures.

• Build positive customer relationships through active listening, effective communication, and solution-oriented service.

• Demonstrate product knowledge and process understanding to deliver consistent customer experiences.

• Manage multiple customer interactions while maintaining quality, accuracy, and productivity.

• Promote customer satisfaction and brand loyalty through excellent service.

Issue Resolution and Case Management

• Identify customer concerns through effective questioning and analytical thinking.

• Resolve customer issues using sound judgment and company policies.

• Escalate complex concerns to the appropriate support teams when necessary.

• Process approved customer compensations within authorized limits.

• Maintain ownership of customer concerns through effective follow-up.

Documentation and Operational Compliance

• Accurately document customer interactions, resolutions, and follow-up actions.

• Follow communication procedures, operational guidelines, and quality standards.

• Maintain complete customer records and case documentation.

• Protect confidential customer information and company data.

Quality, Productivity, and Continuous Improvement

• Achieve quality, productivity, attendance, and customer satisfaction objectives.

• Participate in coaching, quality reviews, and development programs.

• Apply feedback to improve service performance.

• Recommend improvements to customer service processes.

• Demonstrate accountability, adaptability, and continuous learning.

Team Collaboration and Professional Conduct

• Collaborate with Team Leaders, QA, Workforce, Trainers, and Operations teams.

• Promote professionalism, respect, teamwork, and accountability.

• Adapt to changing business priorities and client requirements.

• Perform other customer service responsibilities assigned by management.

QUALIFICATIONS

• At least second-year college level; bachelor's degree is an advantage.

• Experience in customer service or related industries is preferred.

• Excellent written and verbal English communication skills.

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

• Ability to work in a fast-paced environment with minimal supervision.

• High attention to detail and confidentiality.

• Willing to work shifting schedules, weekends, and holidays.