Customer Service Representative – Voice Account

Neusoft Cloud Technology Co., Ltd; Metro Manila; On-site; PHP 223,000 - 357,000; Full time

Job summary

Neusoft Cloud Technology Co., Ltd is seeking a Customer Support Specialist in Metro Manila. The role focuses on handling inbound calls with a professional, customer-centric approach and resolving inquiries about products, policies, and orders.

Responsibilities include documenting interactions in the designated system, following privacy rules, and meeting service quality targets. The position requires clear communication, active listening, and effective issue resolution.

Qualifications

• Handle inbound customer calls professionally and courteously.
• Respond to inquiries about products, services, policies, orders, and accounts.
• Actively listen to understand customer needs and provide solutions.
• Verify information before offering account-related assistance.
• Document interactions accurately in the designated system.
• Meet performance targets including SLA, AHT, QA, CSAT, and attendance.

Responsibilities

• Handle inbound customer calls in a professional, courteous, and customer-focused manner.
• Respond to customer inquiries regarding products, services, policies, orders, and account concerns.
• Actively listen to customers to understand their needs and provide appropriate solutions.
• Communicate clearly and confidently while maintaining call etiquette.
• Verify customer information and follow authentication procedures before assisting.
• Identify, investigate, and resolve customer concerns promptly and effectively.
• Provide accurate resolutions based on policies and guidelines.
• De-escalate difficult customers and escalate complex concerns when needed.
• Conduct follow-ups to ensure concerns are resolved.
• Maintain confidentiality and follow data privacy procedures.
• Meet targets for Service Level, AHT, QA, CSAT, and attendance.

Skills

Customer service

Active listening

Communication skills

Problem solving

Conflict resolution

Documentation

Job description

1. Customer Interaction and Call Handling

Handle inbound customer calls in a professional, courteous, and customer-focused manner.

Respond to customer inquiries regarding products, services, policies, orders, and account concerns.

Actively listen to customers to understand their needs and provide appropriate solutions.

Communicate clearly and confidently while maintaining proper call etiquette.

Verify customer information and follow established authentication procedures before providing account-related assistance.

Identify, investigate, and resolve customer concerns and complaints promptly and effectively.

Provide accurate resolutions based on established policies, procedures, and service guidelines.

De-escalate difficult or dissatisfied customers using appropriate communication and problem-solving techniques.

Escalate complex or unresolved concerns to the appropriate department or support team.

Conduct necessary follow-ups to ensure customer concerns are properly resolved.

3. Product and Service Knowledge

Maintain comprehensive knowledge of the client's products, services, policies, and procedures.

Stay updated on product features, promotions, process changes, and other relevant account information.

Educate customers on product usage, available services, troubleshooting steps, and applicable policies.

Provide accurate and consistent information to ensure a positive customer experience.

4. Call Documentation and Accuracy

Accurately document customer interactions, concerns, resolutions, and other relevant information in the designated system.

Ensure that customer records are updated completely and accurately after every interaction.

Follow required call documentation, data privacy, and security procedures.

Maintain confidentiality of customer and company information at all times.

5. Quality and Performance

Meet established performance targets, including Service Level, Average Handling Time (AHT), Quality Assurance (QA), Customer Satisfaction (CSAT), and Attendance/Adherence, as applicable to the account.

Follow approved call flows, scripts, standard operating procedures, and escalation protocols.

Participate in coaching, calibration sessions, training programs, and performance improvement activities.

Consistently demonstrate professionalism, empathy, and ownership throughout customer interactions.

6. Compliance and Team Collaboration

Comply with company policies, client requirements, data privacy regulations, and account-specific procedures.

Coordinate with internal departments and support teams to facilitate timely resolution of customer concerns.

Provide relevant customer feedback and recurring issue trends to the appropriate team.

Perform other related duties that may be assigned by the immediate supervisor or management.