Customer Service Representative (Sales)

Viventis Search Asia; Taguig; Hybrid; PHP 446,000 - 547,000; Full time

Job summary

Viventis Search Asia is seeking a Customer Service Representative in Taguig, Philippines. The role focuses on phone-based support, helping customers stay engaged with our products, address concerns, and ensure a positive experience. You will document interactions in our CRM and work toward performance targets in a high-volume environment.

During training, onsite at BGC, Taguig City, you will transition to a hybrid schedule (2 days WFH, 3 days onsite) with shifting day, mid, and night shifts.

Qualifications

• 3–5 years of outbound customer service experience.
• Phone-based customer support experience.
• Strong verbal and written English communication.
• Ability to manage multiple cases and maintain documentation.

Responsibilities

• Make proactive outbound calls to provide post-market support.
• Record and manage customer interactions in CRM.
• Resolve issues with empathy and accuracy.
• Escalate issues to internal teams as needed.
• Ensure timely follow-ups and closures.
• Monitor customer feedback and trends to improve service.

Skills

Phone-based support

Verbal English

Written English

Problem solving

Interpersonal skills

Documentation

Tools

CRM software

Case management systems

Job description

Customer Service Representative

Location: BGC, Taguig City
Work Setup: Onsite during training, transitioning to Hybrid (2 days WFH, 3 days onsite)
Schedule: Shifting — Day, Mid, and Night Shifts
Salary: Up to ₱49,000

About the Role

As a Customer Service Representative, you will play a key role in helping customers stay engaged with their therapy and feel supported throughout their experience with our products.

This is a human-centered and operationally focused role that directly contributes to customer satisfaction, product engagement, and long‑term retention. You will interact with customers primarily through phone-based support, proactively addressing concerns, resolving issues, and ensuring each interaction is handled with empathy, accuracy, and professionalism.

Key Responsibilities

• Make proactive outbound calls to customers after they begin using our products to provide post‑market support and address their needs.

• Listen actively and empathetically to understand both customers’ stated concerns and the underlying issues affecting their experience.

• Help customers navigate challenges, confusion, dissatisfaction, or other barriers so they can continue using the product with confidence.

• Respond to customer questions and concerns in accordance with approved procedures, guidelines, and service standards.

• Receive, document, and manage customer complaints accurately in accordance with established protocols.

• Maintain complete and accurate records of customer interactions, actions taken, and outcomes in CRM and case management systems.

• Take ownership of customer follow‑ups and ensure timely resolution and closure in coordination with customers and internal teams.

• Identify customer behaviors, concerns, or patterns that may indicate a risk of disengagement and take appropriate action within the scope of the role.

• Escalate issues appropriately and collaborate with relevant internal teams to facilitate timely resolution.

• Communicate recurring customer feedback, concerns, and trends to Team Leads, Quality, Training, and Operations teams.

• Handle sensitive customer information responsibly and comply with all applicable privacy, security, and regulatory requirements.

• Consistently meet productivity, quality, accuracy, and customer experience targets in a high‑volume environment while maintaining a personalized and empathetic approach.

Qualifications

• 3–5 years of experience in outbound customer service, customer support, customer success, customer research, inside sales support, retention support, or a related field.

• Proven experience providing phone-based customer support within a structured service environment.

• Strong verbal and written English communication skills.

• Excellent listening, problem‑solving, and interpersonal skills.

• Ability to manage multiple customer cases, prioritize follow‑ups, and maintain accurate documentation in a fast‑paced environment.

• Strong attention to detail and the ability to consistently follow established procedures and protocols.

• Comfortable working in a shifting schedule, including day, mid, and night shifts.

• Willingness to work onsite in BGC, Taguig City during the training period and transition to the hybrid work arrangement thereafter.