Customer Support Associate — AU Hours (BPO)

FPT Philippines; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

FPT Philippines is hiring Junior Customer Service Agents to support a leading insurtech client in Cebu. You will handle inquiries across voice and digital channels, assist with policy administration, and manage escalations.

You’ll work rotating shifts 9am–8pm, Mon–Sun, including holidays, with schedules aligned to Australian business hours. Fluency in Tagalog and English (B2) is required, along with CSR/BPO experience.

Qualifications

• Diploma or Bachelor’s degree in any field.
• Undergraduate candidates with CSR/BPO experience welcome.
• At least 6 months CSR/BPO experience preferred.
• Good written and spoken Tagalog and English (B2).
• Comfort with omni-channel (voice, chat, email).
• Strong attention to detail with a customer-first mindset.
• Willing to rotate shifts 9am-8pm, Mon-Sun incl. holidays.
• Shifts aligned to Australian Eastern Time; Cebu-based, AU business hours.

Responsibilities

• Handle inbound customer enquiries via call and digital channels (product, membership, claim status).
• Support policy administration: new business, payments, amendments, refunds, renewals, cancellations.
• Manage first-level complaints and escalations per process.
• Conduct outbound calls using approved scripts.
• Deliver customer satisfaction surveys (NPS) at interaction close.
• Apply sanctions screening and fraud checks as standard.
• Maintain accurate case records in the CRM.
• Support ad-hoc admin tasks and projects.

Education

Diploma or Bachelor's degree in any field

Open to HS/Senior High/College undergraduates with CSR experience

6 months customer service or BPO experience preferred

Written and spoken Tagalog and English (B2 proficiency)

Omni-channel platforms (voice, chat, email)

Attention to detail and customer-first mindset

Willing to work rotating shifts 9am-8pm, Mon-Sun incl. holidays

Willing to work rotating shifts aligned to AU time zones

Tools

CRM system

Job description

FPT Philippines is hiring Junior Customer Service Agents to support a leading insurtech client in Cebu. You will handle inquiries across voice and digital channels, assist with policy administration, and manage escalations.

You’ll work rotating shifts 9am–8pm, Mon–Sun, including holidays, with schedules aligned to Australian business hours. Fluency in Tagalog and English (B2) is required, along with CSR/BPO experience.