Customer Service Representatives

Q2 HR Solutions; Metro Manila; On-site; PHP 223,200 - 334,800; Full time

Benefits offered by this job

Health, dental, and vision coverage/HSA

Paid holidays and sick time

Paid training and tuition reimbursement

Job summary

A customer service company in Metro Manila is seeking a highly motivated Customer Service Representative to handle inbound and outbound communications. The ideal candidate will possess excellent communication skills in English, problem-solving abilities, and proficiency in customer service software. Responsibilities include verifying customer information, responding to inquiries, and ensuring customer satisfaction. Benefits include health coverage, paid time off, and training reimbursement.

Qualifications

• Excellent verbal and written communication skills in English; additional languages are a plus.
• Proficiency in using computer systems and customer service software.
• Prior experience in customer service, telesales, or technical support is an advantage.

Responsibilities

• Handle real-time inbound and outbound voice and non-voice communications.
• Verify and update customer information, respond to inquiries, and resolve issues.
• Document and update customer records and databases according to requirements.

Skills

Excellent verbal and written communication skills in English

Strong problem-solving skills

Attention to detail

Ability to manage multiple tasks effectively

Education

High school diploma or equivalent

College degree preferred

Tools

Customer service software

Job description

Job Summary:

We are looking for a highly motivated and customer-oriented Customer Service Representative to join our team. This role involves handling inbound and outbound communications, both voice and non-voice, in English or other languages to support customer care, telesales, credit and collections, and remote technical support. You will use various systems to track interactions, gather information, and troubleshoot issues, ensuring a seamless and high-quality customer experience.

Key Responsibilities:

• Handle real-time inbound and outbound voice and non-voice communications across multiple platforms.
• Verify and update customer information, respond to inquiries, and resolve issues promptly and professionally.
• Provide accurate and timely information to customers, maintaining the highest standards of service.
• Document and update customer records and databases in accordance with system requirements and prescribed formats.
• Perform various transactions, including data entry, record updates, invoice and claim processing, and account verification.
• Follow up with customers to ensure satisfaction and maintain optimal service levels.
• Understand and utilize all relevant systems, programs, and procedures effectively.
• Communicate with customers to resolve account-related questions or concerns.
• Escalate unresolved issues or complaints to the appropriate channels or management.
• Maintain professionalism and tact, especially when handling escalated or sensitive interactions.
• Ensure compliance with all applicable federal and local laws, regulations, and company policies.
• Provide feedback to management regarding potential issues or areas for improvement.
• Recommend process enhancements to improve customer experience and operational efficiency.
• Perform other duties as assigned by management.

Qualifications:

• High school diploma or equivalent; college degree preferred.
• Excellent verbal and written communication skills in English (additional languages are a plus).
• Proficiency in using computer systems and customer service software.
• Strong problem‑solving skills and attention to detail.
• Ability to work in a fast‑paced environment and manage multiple tasks effectively.
• Prior experience in customer service, telesales, or technical support is an advantage.

Benefits:

• Health, dental, and vision coverage/HSA
• PTO
• Paid holidays and sick time
• Leadership programs
• Paid training and tuition reimbursement
• Employee assistance program