Customer Service Representative (Voice)

DIMO ENTERPRISES & OVERSEAS PLACEMENT AGENCY; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

DIMO Enterprises & Overseas Placement Agency in Quezon City, Metro Manila is seeking a Customer Service Representative (Voice) to join our team. This full‑time role puts you at the frontline of customer interactions, handling inbound and outbound calls and delivering excellent service.

You will resolve inquiries, document interactions in our system, escalate when needed, and meet performance targets such as first contact resolution and customer satisfaction while maintaining a positive,

Qualifications

• Proven customer service experience, preferably in a call centre or voice-based customer support environment.
• High school diploma or equivalent qualification as a minimum requirement.

Responsibilities

• Handle inbound customer calls professionally and courteously, addressing inquiries, complaints, and requests with efficiency and empathy
• Provide accurate product and service information to customers, ensuring all queries are resolved satisfactorily on first contact where possible
• Document customer interactions accurately in the company system, maintaining detailed records of conversations and resolutions
• Identify customer needs and recommend appropriate solutions or services that align with customer requirements
• Process customer requests, including order placements, cancellations, and modifications, following established procedures
• Escalate complex or unresolved issues to appropriate departments or management with clear documentation
• Maintain a positive and professional demeanor whilst managing high call volumes and time pressures
• Meet or exceed performance targets including call handling time, first call resolution rates, and customer satisfaction scores
• Participate in ongoing training and development sessions to enhance product knowledge and service skills
• Contribute to a collaborative team environment by supporting colleagues and sharing best practices

Skills

Customer service experience

Call centre experience

Education

High school diploma

Job description

About the role

We are seeking a Customer Service Representative (Voice) to join our dynamic team at DIMO Enterprises & Overseas Placement Agency. This is a full-time position based in Quezon City, Metro Manila. In this role, you will be the voice of our organisation, delivering exceptional customer service through inbound and outbound voice communications. You will be instrumental in building strong customer relationships, resolving inquiries efficiently, and ensuring customer satisfaction across all interactions. This position is critical to maintaining our reputation for excellence and contributing to our business objectives through outstanding customer engagement.

Key responsibilities

• Handle inbound customer calls professionally and courteously, addressing inquiries, complaints, and requests with efficiency and empathy

• Provide accurate product and service information to customers, ensuring all queries are resolved satisfactorily on first contact where possible

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

• Identify customer needs and recommend appropriate solutions or services that align with customer requirements

• Process customer requests, including order placements, cancellations, and modifications, following established procedures

• Escalate complex or unresolved issues to appropriate departments or management with clear documentation

• Maintain a positive and professional demeanor whilst managing high call volumes and time pressures

• Meet or exceed performance targets including call handling time, first call resolution rates, and customer satisfaction scores

• Participate in ongoing training and development sessions to enhance product knowledge and service skills

• Contribute to a collaborative team environment by supporting colleagues and sharing best practices

What we're looking for

• High school diploma or equivalent qualification as a minimum requirement

• Proven customer service experience, preferably in a call centre or voice-based customer support environment