Customer Service Representative (Voice)

GDV BUSINESS SERVICES CO.; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

GDV Business Services Co. in Manila is hiring a Customer Service Representative (Voice) to join our full-time team. You will manage inbound and outbound calls, deliver accurate information, and build customer loyalty with professional and efficient service.

The role requires a high school diploma or equivalent, strong communication and listening skills, and flexibility to work assigned shifts, including evenings and weekends. Training will cover products and service standards.

Qualifications

• High school diploma or equivalent required.
• Prior customer service or call centre experience is highly desirable.
• Ability to work assigned shifts, including evenings and weekends.

Responsibilities

• Handle inbound customer calls professionally, providing accurate information about products and services.
• Make outbound calls to customers for follow-ups or service-related communications.
• Listen actively to customer concerns and resolve issues promptly, escalating when necessary.
• Document all customer interactions accurately in the company system.
• Process customer requests, including orders, billing enquiries and account updates.
• Follow company protocols to ensure consistency in service delivery.
• Meet or exceed performance targets including call handling time, quality metrics and customer satisfaction.
• Provide product and service information to customers in a clear and helpful manner.
• Collaborate with team members and other departments to resolve customer issues efficiently.
• Identify opportunities to upsell or cross-sell products and services when appropriate.

Skills

Verbal communication

Active listening

Empathy

Multitasking

Computer proficiency

Customer focus

Education

High school diploma or equivalent

Tools

CRM software

Job description

About us

GDV Business Services Co. is a dynamic and growing customer service provider dedicated to delivering exceptional support to clients across diverse industries. We pride ourselves on building strong relationships with our customers and employees alike, fostering a collaborative environment where professional growth and customer satisfaction go hand in hand. Our commitment to excellence and innovation drives us to attract talented individuals who are passionate about delivering outstanding service.

About the role

We are seeking a Customer Service Representative (Voice) to join our team on a full-time basis at our office in Tondo, Manila City, Metro Manila. In this role, you will be the voice of our company, handling inbound and outbound customer enquiries via telephone and managing customer interactions with professionalism and efficiency. As a Customer Service Representative, you will play a crucial part in building customer loyalty, resolving issues, and ensuring that every interaction reflects our commitment to quality service. This position is essential to our customer support operations and directly impacts customer satisfaction and retention.

Key responsibilities

• Handle inbound customer calls professionally, answering enquiries and providing accurate information about products and services

• Make outbound calls to customers for follow-ups, surveys, or service-related communications

• Listen actively to customer concerns and resolve issues promptly, escalating complex matters to management when necessary

• Document all customer interactions accurately in the company system, maintaining detailed records of conversations and resolutions

• Process customer requests, including orders, returns, billing enquiries and account updates

• Follow company protocols and procedures to ensure consistency in service delivery

• Meet or exceed performance targets including call handling time, quality metrics and customer satisfaction scores

• Provide product and service information to customers in a clear and helpful manner

• Collaborate with team members and other departments to resolve customer issues efficiently

• Identify opportunities to upsell or cross-sell products and services when appropriate

What we’re looking for

• Excellent verbal communication skills with clear pronunciation and professional tone

• Strong active listening ability to understand customer needs and concerns

• Patience and empathy when dealing with challenging customer interactions

• Ability to remain calm under pressure and handle multiple priorities

• Proficiency in using computer systems and customer service software

• Problem‑solving mindset with the ability to think on your feet

• Strong organisational skills and attention to detail

• Ability to meet performance targets and KPIs consistently

• High school diploma or equivalent qualification

• Prior customer service or call centre experience is highly desirable

• Flexibility to work assigned shifts, which may include evenings and weekends as required

• Willingness to undergo product training and continuous professional development

What we offer

We are committed to supporting our employees with a competitive compensation package and a range of benefits designed to enhance your career and wellbeing. We provide opportunities for professional development and skills training to help you progress within the organisation. Our supportive team environment fosters collaboration and mutual respect, whilst our flexible approach to work helps maintain a healthy work-life balance. We value our employees and recognise their contributions through regular feedback, recognition programmes, and clear career pathways. Additionally, we offer access to employee wellness initiatives and support services to ensure you feel valued and supported in your role.