Customer Service Representative (Voice & Non Voice Acc)

YWA HUMAN RESOURCE CORPORATION; Cebu City; On-site; PHP 268,000 - 379,000; Full time

Benefits offered by this job

Competitive remuneration

Career development

Training programmes

Work-life balance

Job summary

YWA Human Resource Corporation in Cebu City is seeking a Customer Service Representative (Voice & Non Voice) to join our dynamic team. You will be the voice and face of the organization, delivering exceptional support across voice and non-voice channels, and building lasting client relationships.

Your role involves resolving issues, ensuring customer satisfaction, and contributing to the success of our customer service operations within Advertising, Arts & Media.

Qualifications

• Clear and professional verbal and written communication is required.
• Empathy and active listening help resolve customer issues effectively.
• Typing speed of 40 WPM or higher supports non-voice interactions.

Responsibilities

• Handle inbound and outbound customer calls with professionalism and empathy.
• Respond to enquiries via email, chat, and non-voice channels promptly.
• Resolve complaints, ensuring satisfactory outcomes and adherence to standards.
• Process requests, orders, and transactions accurately and securely.

Skills

Communication

Empathy

Typing 40 WPM

Multitasking

Time Management

CRM Software

Adaptability

Education

High School Diploma

Customer Service Certification

Tools

CRM Software

Job description

About the role

YWA Human Resource Corporation is seeking a Customer Service Representative (Voice & Non Voice Acc) to join our dynamic team in Cebu City, Cebu on a full-time basis. In this role, you will be the voice and face of our organisation, delivering exceptional customer support through both voice and non-voice channels. This position is critical to maintaining our reputation for outstanding service delivery and plays a vital role in building lasting relationships with our clients. You will be instrumental in ensuring customer satisfaction, resolving issues efficiently, and contributing to the success of our customer service operations within the Advertising, Arts & Media sector.

Key responsibilities

• Handling inbound and outbound customer service calls with professionalism, empathy, and efficiency


• Responding to customer enquiries via email, chat, and other non-voice communication channels in a timely manner


• Resolving customer complaints and concerns, working towards satisfactory outcomes whilst maintaining company standards


• Processing customer requests, orders, and transactions accurately and securely


• Documenting all customer interactions and transactions in the company's systems with precision and attention to detail


• Providing product or service information to customers in a clear, concise, and persuasive manner


• Following company policies, procedures, and quality standards consistently


• Collaborating with other team members and departments to ensure seamless customer service delivery


• Meeting or exceeding performance metrics, including call handling time, customer satisfaction ratings, and quality scores


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

What we're looking for

• Proven experience in customer service, preferably in a voice and non-voice environment


• Excellent communication skills, both verbal and written, with clear articulation and professional tone


• Strong listening and empathy skills with the ability to understand and respond to customer needs effectively


• Ability to multitask and manage multiple communication channels simultaneously


• Proficiency in using customer service software, systems, and digital platforms


• Problem-solving abilities with a customer-centric approach to conflict resolution


• Typing speed of at least 40 words per minute for non-voice communications


• Flexibility and adaptability to changing priorities and work schedules


• High school diploma or equivalent; tertiary education or customer service certifications are preferred


• Ability to work in a fast-paced environment whilst maintaining accuracy and quality standards


• Strong organisational and time management skills

What we offer

At YWA Human Resource Corporation, we are committed to creating a supportive and rewarding workplace for our employees. We offer competitive remuneration packages, opportunities for career development and advancement within a growing organisation, and a collaborative work environment where your contributions are valued. We provide comprehensive training programmes to ensure you have the skills and knowledge needed to excel in your role. Additionally, we offer work‑life balance initiatives, employee wellness programmes, and a supportive team culture that encourages professional growth and personal wellbeing.

About us

YWA Human Resource Corporation is a leading human resource services provider dedicated to connecting talented individuals with rewarding career opportunities across diverse industries, including Advertising, Arts & Media, and Publishing. Our mission is to foster meaningful employment relationships that benefit both candidates and employers. With a commitment to excellence, integrity, and innovation, we pride ourselves on understanding the unique needs of the businesses we serve and the professionals we represent. We are passionate about building a community where talent thrives, and we invest in creating inclusive, supportive workplaces that drive success and growth.