Customer Service Representative (Ride Hailing Account)

FORZA GLOBAL SERVICES INC; Philippines; On-site; PHP 246,000 - 379,000; Full time

Job summary

FORZA GLOBAL SERVICES INC is seeking a dedicated Customer Service Representative for our Ride Hailing Account in Cubao, Quezon City. You will handle inquiries via phone, email, and chat, ensuring accurate information and empathetic support while maintaining detailed records.

Ideal candidates will have a high school diploma, proven customer service experience, and strong English communication skills. This full-time role requires reliability, shift flexibility including weekends, and proficiency

Qualifications

• High school diploma or equivalent.
• Proven customer service experience, preferably in a call centre or customer support environment.
• Excellent communication skills in English, both verbal and written.
• Strong problem-solving abilities and the capacity to think on your feet.
• Patience and empathy when handling difficult customers or complex situations.
• Ability to multitask and manage time effectively whilst meeting performance targets.
• Proficiency in using computer systems and CRM software.
• Familiarity with ride-hailing services or transportation platforms is advantageous but not essential.
• Reliability and commitment to attendance and punctuality.
• Willingness to work in shifts, including weekends and holidays as required.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat channels.
• Address customer complaints and concerns related to ride-hailing services with empathy and efficiency.
• Provide accurate information about ride-hailing services, pricing, policies, and account management.
• Process refunds, cancellations, and other account-related transactions as required.
• Document all customer interactions and maintain detailed records in the company system.
• Identify and escalate complex issues to appropriate departments or senior team members.
• Collaborate with internal teams to resolve customer issues and improve service delivery.
• Meet and maintain quality assurance standards and call centre performance metrics.
• Contribute to a positive team environment and support colleagues when needed.

Skills

Customer service

English communication

CRM software

Problem solving

Multitasking

Time management

Reliability

Ride-hailing knowledge

Education

High school diploma

Tools

CRM software

Computer systems

Job description

Customer Service Representative (Ride Hailing Account)

About the role Our Company is seeking a Customer Service Representative for our Ride Hailing Account to join our dynamic call centre team. This is a full-time position based in Cubao, Quezon City, Metro Manila. As a Customer Service Representative, you will be the critical point of contact between our company and our valued customers, providing exceptional support and resolving inquiries related to ride-hailing services. This role is fundamental to maintaining customer satisfaction and loyalty, directly contributing to the success of our ride-hailing operations.

Key responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and chat channels

Address customer complaints and concerns related to ride-hailing services with empathy and efficiency

Provide accurate information about ride-hailing services, pricing, policies, and account management

Process refunds, cancellations, and other account-related transactions as required

Document all customer interactions and maintain detailed records in the company system

Identify and escape complex issues to appropriate departments or senior team members

Collaborate with internal teams to resolve customer issues and improve service delivery

Meet and maintain quality assurance standards and call centre performance metrics

Contribute to a positive team environment and support colleagues when needed

What we're looking for

High school diploma or equivalent qualification

Proven customer service experience, preferably in a call centre or customer support environment

Excellent communication skills in English, both verbal and written

Strong problem-solving abilities and the capacity to think on your feet

Patience and empathy when handling difficult customers or complex situations

Ability to multitask and manage time effectively whilst meeting performance targets

Proficiency in using computer systems and CRM software

Familiarity with ride-hailing services or transportation platforms is advantageous but not essential

Reliability and commitment to attendance and punctuality

Willingness to work in shifts, including weekends and holidays as required

What we offer

Competitive salary and benefits package

Ongoing training and development opportunities to enhance your skills

Career advancement opportunities within our growing organisation

Performance incentives and recognition programmes

Supportive and collaborative team environment

Viitual Application process

Access to company discounts and employee benefits

About us In our company is a leading provider of customer service and business process outsourcing solutions. With a commitment to excellence, we deliver high-quality customer support across various industries, including ride-hailing and transportation. Our team is dedicated to providing outstanding service to our clients and their customers. We pride ourselves on creating a supportive work environment where our employees can thrive, develop their careers, and make a meaningful impact.