Customer Service Representative | Open to Beginners | Clark, Pampanga

Infosys BPM Philippines; Central Luzon; On-site; PHP 360,000 - 540,000; Full time

Job summary

Infosys BPM Philippines is seeking a customer service-oriented professional to deliver outstanding support in a Clark, Pampanga contact center. You will assist clients with products and services, resolve inquiries, and help drive efficient resolutions while maintaining confidentiality and compliance.

The role emphasizes handling high-volume calls, preventing escalations, and collaborating with Financial Representatives to meet client needs.

Qualifications

• Graduate of any degree; undergraduates welcome with compensatory BPO experience.
• Knowledge of a single risk product or process.
• Basic understanding of multiple products, services, or processes.
• Strong written and verbal communication skills.
• Ability to multitask and handle high-volume calls and case workloads with accuracy.
• Strong organizational and prioritization skills.
• Adapt to change in a fast-paced environment.
• Willing to work onsite in Clark, Pampanga.
• Successful completion of required assessments or testing.

Responsibilities

• Deliver personalized customer experiences in a contact center.
• Resolve inquiries and transactions for Financial Representatives and clients.
• Research solutions and identify root causes within procedures.
• Take ownership of interactions and prevent repeat calls.
• Handle escalations and apply best practices to outcomes.
• Educate clients on self-service tools and digital solutions.
• Collaborate with Financial Representatives to meet client needs.
• Adapt to new technologies and processes while maintaining service.
• Identify opportunities for continuous improvement.
• Build professional relationships to strengthen trust.
• Maintain confidentiality and compliance in calls.
• Manage multiple responsibilities with accuracy.

Education

Any degree

Tools

Multiple tools

Job description

Be a #KaInfoscion and become an ambassador of our core values CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Overview of the role but not limited to:

• Deliver a personalized and exceptional customer experience by addressing inquiries, providing service options, and assisting clients with products and services in a contact center environment.
• Resolve inquiries and transactions from Financial Representatives and clients involving basic to intermediate‑level concerns while continuously developing expertise in more complex transactions.
• Research and evaluate solutions to customer concerns by identifying root causes and applying sound judgment within established procedures.
• Take ownership of customer interactions and proactively identify opportunities to prevent repeat calls and unnecessary transfers.
• Handle escalated customer situations and apply customer experience best practices to support positive outcomes.
• Serve as a trusted partner to Financial Representatives and collaborate with them to meet client needs effectively.
• Educate clients and Financial Representatives on available self‑service tools, digital solutions, and online capabilities.
• Adapt to new technologies, processes, and business requirements while maintaining service excellence.
• Identify opportunities for continuous improvement and contribute to enhancing customer experiences and operational efficiency.
• Build and maintain professional relationships with clients to strengthen brand loyalty and trust.
• Handle calls and transactional activities while adhering to strict confidentiality, privacy, and compliance standards.
• Manage multiple responsibilities simultaneously, including customer interactions and case management, while maintaining high levels of accuracy and quality.

Requirements:

• Graduate of any degree, undergrads are also encouraged to apply with compensatory BPO experience
• Knowledge of a single risk product or process.
• Basic understanding of multiple products, services, or operational processes.
• Basic understanding of financial planning concepts.
• Strong written and verbal communication skills.
• Ability to multitask and manage high‑volume calls and case workloads with accuracy and attention to detail.
• Strong organizational and prioritization skills.
• Ability to adapt to change and thrive in a fast‑paced environment.
• Strong desire to continuously learn and improve.
• Strong problem‑solving skills with the ability to evaluate options and recommend solutions.
• Proficiency in computer applications and the ability to navigate multiple systems simultaneously.
• Ability to complete standard customer requests using multiple tools and applications.
• Successful completion of any required assessments or testing.
• Willing to work onsite.
• Willing to work in Clark, Pampanga.

We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure nonvoice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.

Location:

Our office is located at CLARK Recruitment Hub, BPO Tech Hub 2, Ground floor, SM Clark Angeles Pampanga (across SMX Convention)

We value Diversity, Equity, and Belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.