Customer Service Representative (Virtual Process) September Class

DIMO ENTERPRISES & OVERSEAS PLACEMENT AGENCY; Cebu City; On-site; PHP 180,000 - 240,000; Full time

Benefits offered by this job

Competitive compensation

Career development opportunities

Flexible work arrangements

Health and wellbeing support

Inclusive workplace

Job summary

DIMO Enterprises & Overseas Placement Agency invites applications for Customer Service Representatives to support our Virtual Process programme. Based in Mactan Lapu-Lapu City, Cebu, you will be the voice of our client companies, delivering courteous service through virtual channels and contributing to customer satisfaction and retention.

Ideal candidates possess a high school diploma, excellent English communication, strong listening skills and empathy, and a willingness to work flexible shifts

Qualifications

• High school diploma or equivalent.
• Excellent verbal and written English communication.
• Strong listening and problem-solving abilities.
• Empathy when dealing with diverse customers.
• Ability to multitask and manage multiple interactions.

Responsibilities

• Respond to customer inquiries via phone, email, chat and other channels.
• Provide accurate information to resolve issues and concerns.
• Handle complaints with empathy and work toward resolutions.
• Document customer interactions; update records in systems.
• Meet performance targets for wait times, CSAT and quality metrics.

Skills

Communication

Multitasking

Empathy

CRM familiarity

Attendance reliability

Education

High school diploma or equivalent

Tools

CRM software

Job description

About us

DIMO Enterprises & Overseas Placement Agency is a leading provider of customer service solutions and workforce placement services. We specialise in connecting talented individuals with rewarding career opportunities in the customer service and call centre industry. Our commitment to excellence, innovation and employee development has made us a trusted partner for businesses seeking top-tier customer service professionals.

About the role

We are seeking enthusiastic and customer-focused individuals to join our team as Customer Service Representatives for our Virtual Process programme. This is a full-time position based in Mactan Lapu-Lapu City, Cebu. As a Customer Service Representative, you will be the voice of our clients, providing exceptional support to customers through virtual channels. This role is strategically important to our organisation, as it directly impacts customer satisfaction, retention and the overall reputation of the companies we serve. You will be part of a dynamic team dedicated to delivering outstanding service in a fast-paced virtual environment.

Key responsibilities

• Respond to customer enquiries via phone, email, chat and other virtual communication channels in a professional and courteous manner
• Provide accurate information about products and services to resolve customer issues and concerns
• Handle customer complaints with empathy and work towards satisfactory resolutions
• Document all customer interactions accurately and update customer records in designated systems
• Follow company policies, procedures and quality standards to ensure consistent service delivery
• Identify opportunities to upsell or cross-sell products and services when appropriate
• Collaborate with team members and supervisors to improve service processes and customer experience
• Meet performance targets including call handling times, customer satisfaction scores and quality metrics
• Participate in training programmes to enhance product knowledge and customer service skills

What we're looking for

• High school diploma or equivalent qualification
• Excellent communication skills, both verbal and written, with fluency in English
• Strong listening and problem-solving abilities
• Patience and empathy when dealing with diverse customer personalities and situations
• Ability to multitask and manage multiple customer interactions simultaneously
• Proficiency in using computer systems and familiarity with customer relationship management (CRM) software
• Reliable and punctual with a strong work ethic and commitment to attendance
• Willingness to work flexible shifts, including weekends and holidays as required
• Positive attitude and enthusiasm for providing excellent customer service
• Previous customer service or call centre experience is preferred but not essential for the right candidate

What we offer

At DIMO Enterprises & Overseas Placement Agency, we are committed to creating a supportive and rewarding work environment for our employees. We offer competitive compensation packages, ongoing professional development and training opportunities to help you grow your career in the customer service industry. We provide a collaborative team environment where your contributions are valued and recognised. Additionally, we offer flexible working arrangements where practicable, health and wellbeing support, and clear pathways for career advancement within our organisation and with our partner companies. We encourage applications from all qualified candidates and are committed to creating an inclusive workplace.