Customer Service Representative (Onsite | SM North)

Outsourced Quality Assured Services Inc. (ISO Certified); Philippines; On-site; PHP 561,000 - 1,052,000; Full time

Benefits offered by this job

HMO + 1 Free Dependent

Job summary

Outsourced.ph in the Philippines is looking for a customer service specialist to deliver high-quality support to members. You will handle inquiries by phone, research and resolve requests with urgency, and strive to exceed expectations while maintaining professionalism.

The role requires 4+ years of customer service experience, excellent communication, and the ability to adapt quickly in a fast-paced environment.

Qualifications

• 4+ years of customer service experience.
• Excellent written and oral communication.
• This is a fast-paced role requiring quick adaptation.
• Polite and professional conduct with strong interpersonal skills.
• Proactive attitude with problem-solving ability.
• Independent with good time management and organization skills.
• Confident to prioritize and meet deadlines under pressure.
• Computer and technology savvy.

Responsibilities

• Provide high level customer service via phone.
• Thoroughly research and respond to member requests with urgency and professionalism.
• Exceed customer expectations and enhance engagement/satisfaction.
• Troubleshoot and communicate across multiple platforms.
• Evaluate customer experience and suggest improvements.
• Meet or exceed KPI targets including time to first response and CSAT.
• Support other teams when needed.

Skills

Customer service

Communication skills

Time management

Problem solving

Adaptability

Job description

About Us:

Outsourced.ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification.

We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals.

Job Overview:

In this role, the specialist will be required to provide a high-touch, personable, and informed experience for customers/clients. This includes but is not limited to basic troubleshooting related to Membership benefits, as well as detailed requests requiring research and problem solving.

Responsibilities

• Providing high level of customer service via phone.
• Thoroughly research and reply to Member requests with high sense of urgency and professionalism.
• Continually exceed customer's expectations.
• Ability to troubleshoot and communicate across multiple platforms.
• Constantly evaluate customer's experience and make suggestions to improve customer's engagement/satisfaction.
• Meet or exceed KPI's including time to first response, customer satisfaction scores, etc.
• Willing to support other teams when needed.

Requirements

• 4+ years of customer service experience.
• Excellent written and oral communication.
• This is an extremely fast paced role and requires you to be able to adapt to changes quickly.
• Polite and professional conduct, excellent interpersonal skills.
• Proactive attitude with an ability to creatively solve problems quickly.
• Independent, excellent time management and organizational skills.
• Confident, with the ability to prioritize and meet deadlines working under pressure.
• Computer and Technology savvy.

Work Schedule:

US Business Hours (Willing to work on a shifting schedule as needed)

Work Arrangement:

Office-based

• SM North EDSA Tower 1, North Avenue corner, Quezon City 1105 Metro Manila, Philippines

Note:

As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

Additional information

• Up to $350 USD monthly salary increase after one year (performance-based)
• Up to $300 USD monthly incentives for eligible Retention Team members
• HMO + 1 Free Dependent