Customer Service Representative - Virtual Process

StaffSmart Outsourcing; Quezon City; On-site; PHP 201,000 - 290,000; Full time

Benefits offered by this job

Health insurance

Career progression

Ongoing training

Flexible scheduling

Wellness programs

Employee assistance

Job summary

StaffSmart Outsourcing is seeking a dedicated and customer-focused Customer Service Representative to join our call center team in Quezon City and Manila. This full-time role puts you at the voice of the company, delivering exceptional support to customers through multiple channels and building positive relationships.

You will resolve questions, handle inquiries, meet performance targets, and participate in ongoing training to enhance product knowledge.

Qualifications

• At least 6 months in customer service or call center environment.
• Excellent verbal and written communication skills.
• Strong listening and empathy with a customer-centric approach.
• Ability to manage multiple tasks with accuracy and attention to detail.
• Patient and composed when handling difficult customers.
• Reliable, punctual, and target-driven.
• Willingness to learn new processes, products, and systems.

Responsibilities

• Handle incoming customer inquiries via phone in a professional manner.
• Provide accurate information about products, services, and policies.
• Resolve issues promptly; escalate complexity to supervisors as needed.
• Maintain detailed records of interactions and transactions.
• Follow procedures and quality standards while complying with guidelines.
• Identify upsell or cross-sell opportunities based on customer needs.
• Achieve KPIs such as call handling time, CSAT, and first-contact resolution.
• Collaborate with team members and other departments for consistent service.
• Participate in training and development programmes to enhance skills.

Skills

Customer service experience

Verbal communication

Written communication

Active listening

Multitasking

Patience

Punctuality

Adaptability

Problem-solving

Fluency in English

Job description

About the role

StaffSmart Outsourcing is seeking a dedicated and customer-focused Customer Service Representative to join our dynamic call center team. This is a full-time position based in the Quezon City and Manila. In this role, you will be the voice of our company, providing exceptional support to customers through various communication channels. As a Customer Service Representative, you will play a crucial part in building positive relationships with our clients, resolving their queries efficiently, and ensuring their satisfaction with our services. Your contributions will directly impact customer retention and brand reputation, making this a strategically important position within our organization.

Key responsibilities

• Handle incoming customer inquiries via phone call in a professional and courteous manner
• Provide accurate information about products, services, and company policies to address customer questions and concerns
• Resolve customer issues and complaints promptly, escalating complex matters to supervisors when necessary
• Maintain detailed and accurate records of customer interactions and transactions in the company database
• Follow company procedures and quality standards whilst maintaining compliance with all relevant guidelines
• Identify opportunities to upsell or cross-sell products and services based on customer needs
• Achieve and maintain key performance indicators such as call handling time, customer satisfaction scores, and first-call resolution rates
• Collaborate with team members and other departments to ensure consistent and seamless customer service
• Participate in training sessions and continuous development programmes to enhance skills and product knowledge

What we're looking for

• Proven experience in a customer service or call center environment, preferably 6 months or equivalent experience
• Excellent verbal and written communication skills with the ability to articulate clearly and professionally
• Strong listening and empathy skills with a genuine desire to help customers
• Ability to manage multiple tasks effectively whilst maintaining accuracy and attention to detail
• Patience and composure when handling difficult or frustrated customers
• Reliable, punctual, and committed to meeting performance targets and deadlines
• Adaptability and willingness to learn new processes, products, and systems quickly
• Problem-solving mindset with the capability to think critically and provide practical solutions
• Fluency in English; additional language skills are advantageous

What we offer

StaffSmart Outsourcing is committed to creating a supportive and rewarding work environment for our employees. We offer competitive compensation packages aligned with industry standards, alongside comprehensive benefits including health insurance coverage and opportunities for career progression. We provide ongoing training and development programmes to help you enhance your skills and advance within the organisation. Our workplace promotes work-life balance through flexible scheduling options and a collaborative team culture where your contributions are valued and recognised. We believe in investing in our employees' wellbeing through various wellness initiatives and employee assistance programmes. Additionally, we offer performance incentives and recognition programmes that reward excellence and dedication to customer service.

About us

StaffSmart Outsourcing is a leading provider of outsourcing solutions specialising in customer service and call centre operations. We partner with global brands to deliver exceptional customer experiences across multiple channels and industries. Our mission is to empower businesses through skilled, reliable, and customer-centric service delivery whilst creating meaningful employment opportunities in the communities we serve. We are committed to maintaining the highest standards of professionalism, quality, and ethical business practices. With a diverse team of dedicated professionals, we pride ourselves on innovation, continuous improvement, and a strong commitment to customer satisfaction. We foster an inclusive workplace culture where every team member is encouraged to contribute their best and grow professionally.