Customer Service / Technical Support Representative (CSR / TSR)

Top Alliance; Manila; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

Training & development

Career progression

Health benefits

Mentor support

Wellbeing programs

Job summary

Top Alliance in Manila City, Metro Manila, is seeking a dedicated Customer Service / Technical Support Representative to join our call centre team. You will be the first point of contact for customers, handling inquiries and resolving technical issues with professionalism.

The role requires a high school diploma and experience in customer service or technical support, with strong communication and problem-solving skills.

Qualifications

• High school diploma or equivalent.
• Experience in customer service or technical support, preferably in a call centre.
• Clear written and verbal communication with the ability to explain technical concepts simply.
• Ability to multitask while maintaining quality and accuracy.
• Willingness to work in shifts including evenings, weekends and holidays.

Responsibilities

• Answer incoming customer calls and inquiries professionally.
• Diagnose and resolve technical issues using standard procedures.
• Provide accurate information about products and services.
• Document interactions and resolutions in the company database.
• Escalate complex issues when needed for timely resolution.
• Meet performance targets for call handling time and customer satisfaction.
• Adhere to company policies and contribute to a positive work environment.
• Identify upsell or cross-sell opportunities when appropriate.
• Participate in ongoing training to improve product knowledge.

Skills

Customer service

Technical support

Communication skills

Problem solving

Education

High school diploma

Tools

CRM software

Call centre software

Job description

About the role

Top Alliance is seeking a dedicated and customer-focused Customer Service / Technical Support Representative (CSR / TSR) to join our dynamic call centre team. This is a full-time position based in Manila City, Metro Manila. In this role, you will be the first point of contact for our customers, providing exceptional support and resolving technical issues with professionalism and efficiency. You will play a crucial part in maintaining customer satisfaction and loyalty whilst representing Top Alliance's commitment to excellence in service delivery.

Key responsibilities

• Answer incoming customer calls and inquiries in a timely and professional manner, maintaining a positive and helpful demeanour throughout all interactions
• Diagnose and resolve customer technical issues using established troubleshooting procedures and systems knowledge
• Provide accurate information about products and services, answering customer questions and addressing concerns
• Document all customer interactions and issue resolutions in the company database, ensuring accurate record-keeping and follow-up
• Escalate complex issues to senior technical support or management when necessary, ensuring smooth handover and customer satisfaction
• Meet or exceed performance targets for call handling time, call quality, and customer satisfaction ratings
• Maintain a professional work environment and adhere to all company policies and procedures
• Identify opportunities to upsell or cross-sell products and services when appropriate and relevant to customer needs
• Participate in ongoing training and development programmes to enhance product knowledge and customer service skills

What we're looking for

• High school diploma or equivalent qualification as a minimum requirement
• Proven experience in a customer service or technical support role, preferably in a call centre environment
• Strong communication skills, both verbal and written, with the ability to explain technical concepts in simple terms
• Excellent listening and problem-solving abilities, with a patient and empathetic approach to customer interactions
• Proficiency in using computer systems, applications and call centre software
• Ability to multitask effectively and manage time efficiently whilst maintaining quality standards
• Flexibility to work in shifts, including evenings, weekends, and public holidays as required
• Customer-focused mindset with a genuine commitment to delivering exceptional service
• Professional demeanour and strong work ethic
• Preferred: Experience in technical support, IT troubleshooting, or specific industry knowledge relevant to Top Alliance's services

What we offer

• Competitive salary and performance-based incentives aligned with industry standards
• Comprehensive training and development programmes to enhance your skills and career prospects
• Opportunities for career progression within our growing organisation
• Health and wellness initiatives, including access to healthcare benefits
• Supportive team environment with experienced mentors and colleagues
• Clear performance metrics and recognition for outstanding contributions
• Employee assistance programmes and wellbeing support services

About us

Top Alliance is a leading customer service and support solutions provider committed to delivering exceptional service excellence. With a focus on innovation, quality, and customer satisfaction, we partner with businesses across various industries to provide reliable, professional support services. Our team is dedicated to creating positive customer experiences and building lasting relationships. We pride ourselves on our inclusive workplace culture, where every team member is valued and supported in achieving their professional goals. At Top Alliance, we believe that exceptional customer service begins with a motivated and well-trained team.