Customer Service Representative (Outbound Calls)

WeSupport, Inc.; Philippines; On-site; PHP 223,000 - 335,000; Full time

Job summary

The Customer Experience Representative (CXR) at WeSupport, Inc. conducts outbound calls to support VoC programs (NPS, CSAT, CES) and service recovery, gathering customer insights and delivering high-quality interactions. You will explain solutions clearly, record feedback accurately, and contribute to ongoing service improvements.

Role requires excellent English and Filipino communication, the ability to meet targets, work under pressure, and use CRM tools to track interactions and outcomes.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum 1 year of call center experience, preferably outbound (non-negotiable).
• Experience in customer surveys or service recovery is an advantage.
• Excellent verbal communication and active listening in English and Filipino.
• Strong analytical, critical thinking, and probing skills.
• Basic computer skills and experience with CRM tools.
• Ability to work under pressure and meet performance targets.

Responsibilities

• Conduct outbound calls on VoC surveys (NPS, CSAT, CES, etc.) and service recovery efforts
• Delivers high-quality customer interactions focused on empathy, resolution, and professionalism
• Accurately record customer feedback
• Identify potential drivers of satisfaction and dissatisfaction
• Escalate complex or unresolved concerns promptly
• Meet daily, weekly, and monthly targets, including call volume, response rates, completion rates, and quality scores
• Adhere to schedule and productivity standards (attendance, availability, and adherence)
• Ensure compliance with company guidelines and regulatory requirements.

Skills

Verbal communication

Listening skills

Analytical thinking

Pressure handling

Target-driven

Education

Bachelor’s degree in Business Administration/Communications

Tools

CRM tools

Job description

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.

• Must have at least/minimum 1 year of call center experience, preferably in an outbound setting(Non-negotiable)

• Experience in customer surveys or service recovery is an advantage

• Excellent verbal communication skills, with clear articulation, strong listening and conversational control, and confidence in engaging with different customers professionally in both English and Filipino.

• Demonstrate strong analytical, critical thinking, and probing skills.

• Basic computer skills and experience with CRM tools.

• Ability to work under pressure and meet performance targets.

Job Description

The Customer Experience Representative (CXR) is responsible for conducting outbound calls to support Voice of Customer (VoC) programs (NPS, CSAT, CES) and service recovery initiatives. This role plays a critical part in gathering accurate customer insights, delivering high-quality customer interactions, and contributing to the continuous improvement of overall customer experience.

Specific Duties & Responsibilities

• Conduct outbound calls on VoC surveys (NPS, CSAT, CES, etc.) and service recovery efforts

• Delivers high-quality customer interactions focused on empathy, resolution, and professionalism

• Accurately record customer feedback

• Identify potential drivers of satisfaction and dissatisfaction

• Escalate complex or unresolved concerns to the Team Leader or appropriate support teams promptly.

• Meet daily, weekly, and monthly targets, including call volume, response rates, completion rates, and quality scores

• Adhere to schedule and productivity standards (attendance, availability, and adherence)

• Ensure compliance with company guidelines and regulatory requirements.