Customer Service Representative - Virtual Process | Open for Newbies

StaffSmart Outsourcing; Cebu City; On-site; PHP 246,000 - 424,000; Full time

Benefits offered by this job

Comprehensive on-the-job training

Mentorship from experienced team leads

Competitive salary with incentives

Career development opportunities

Health and wellness benefits

Collaborative work environment

Modern IT Park facility

Flexible working arrangements

Employee recognition programs

Job summary

StaffSmart Outsourcing in Cebu is seeking enthusiastic and customer-focused Customer Service Representatives to join our growing team at the Banawa facility. This is a full-time role designed for newbies, with comprehensive training and mentorship to help you develop the skills needed to excel in customer service.

This position offers a supportive, learning-focused environment where you'll handle inquiries across phone, email, chat, and other channels while contributing to team targets and KPIs

Qualifications

• No prior customer service experience required; newbies welcome.
• Excellent communication and written skills are essential.
• Ability to multitask and learn new systems quickly.
• Friendly, empathetic, and customer-focused mindset.
• Willingness to adapt to a fast-paced environment.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other channels with professionalism.
• Provide accurate information about products and services and address questions.
• Process orders, returns, complaints, and account management tasks.
• Document all interactions in company systems accurately.
• Identify and escalate complex issues to supervisors when needed.
• Follow policies and quality standards to maintain service excellence.
• Contribute to team goals and metrics such as CSAT and first-call resolution.
• Collaborate with colleagues to share best practices and support each other.
• Seek feedback to improve performance and skills.

Skills

Strong communication skills

Excellent listening skills

Fluency in English

Basic computer literacy

Patience and composure

Reliability and punctuality

Job description

About the role

StaffSmart Outsourcing is seeking enthusiastic and customer-focused Customer Service Representatives to join our growing team in the Mactan Cebu. This is an excellent opportunity for individuals new to the customer service industry to launch their careers in a supportive and dynamic environment. As a full-time position based at our Banawa facility, you will be part of a virtual process team dedicated to delivering exceptional customer experiences. This role is specifically designed for newbies, offering comprehensive training and mentorship to help you develop the skills necessary to excel in customer service.

What you'll be doing

• Responding to customer inquiries via phone, email, chat and other communication channels with professionalism and courtesy

• Providing accurate information about products and services to customers, addressing their questions and concerns

• Processing customer requests, including orders, returns, complaints and account management tasks

• Documenting all customer interactions and transactions in company systems accurately and thoroughly

• Identifying and escalating complex issues to supervisors or specialist teams when necessary

• Following company policies, procedures and quality standards consistently to maintain service excellence

• Contributing to team goals and metrics, including call handling times, first-call resolution and customer satisfaction ratings

• Collaborating with colleagues to share best practices and support one another in delivering outstanding service

• Continuously seeking feedback and opportunities to improve your own performance and skills

What we're looking for

• No prior customer service experience required – we welcome newbies and first-time job seekers

• Strong communication skills, both verbal and written, with the ability to articulate information clearly and professionally

• Excellent listening skills and genuine empathy for customer needs and concerns

• Basic computer literacy and proficiency with technology, including comfort with learning new systems quickly

• Patience and composure when handling difficult situations or challenging customers

• A positive attitude and willingness to learn and develop your skills in a fast-paced environment

• Ability to multitask and manage time effectively while maintaining quality standards

• Reliability and punctuality, with the ability to commit to a full-time schedule

• Problem-solving mindset with the ability to think creatively to resolve customer issues

• Fluency in English; additional languages are a bonus

What we offer

StaffSmart Outsourcing is committed to supporting the growth and wellbeing of our team members. We provide a comprehensive benefits package designed to help you thrive in your role and beyond:

• Comprehensive on-the-job training program tailored for newcomers to equip you with the skills and confidence needed to succeed

• Ongoing mentorship and support from experienced team leaders and colleagues

• Competitive salary package with performance-based incentives

• Career development and advancement opportunities as you gain experience and expertise

• Health and wellness benefits to support your overall wellbeing

• A collaborative and inclusive work environment that values your contributions and fosters professional growth

• Modern IT Park facility with a comfortable and equipped workspace

• Flexible working arrangements as applicable to the role

• Employee recognition programs celebrating outstanding performance and achievements

About us

StaffSmart Outsourcing is a leading customer service and business process outsourcing company dedicated to delivering exceptional service solutions to clients across diverse industries. We pride ourselves on building strong, supportive teams that prioritize customer satisfaction and continuous improvement. Our mission is to connect talented individuals with meaningful career opportunities whilst providing our clients with world-class service delivery. With operations across multiple locations, including our Cebu IT Park facility, we are committed to creating a workplace where employees can grow, learn and succeed. We believe in investing in our people, particularly those starting their professional journey, and providing them with the training, support and opportunities they need to build rewarding careers.