Experienced Customer Service Representative, Manila Philippines

Qualfon; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Qualfon Manila is hiring an Experienced Customer Service Representative to handle call, email, and chat support from the Manila site. The role focuses on resolving product or service problems, guiding customers through resolutions, and documenting interactions with care and accuracy.

You will work with supervisors to resolve issues promptly, maintain professionalism, and adhere to client guidelines and policies.

Qualifications

• Senior High School graduate or equivalent required.
• 6 months to 1 year call center experience preferred.
• Good verbal and written communication skills.
• Basic knowledge of computer navigation and MS Office.

Responsibilities

• Handle calls, emails, and chats with customers.
• Resolve product or service problems by understanding customer issues.
• Explain resolutions and answer questions about products/services.
• Troubleshoot technical issues using available tools.
• Process customer orders and purchases.
• Escalate issues to appropriate departments for faster resolution.
• Maintain accurate customer records in the client database.

Skills

Customer Service Orientation

Active listening

Problem-solving

Effective communication

Teamwork

Technology skills

Education

Senior High School or equivalent

Tools

MS Office

Basic computer navigation

Job description

Experienced Customer Service Representative

Qualfon Manila, National Capital Region, Philippines

6 days ago – among the first 25 applicants

About The Company

At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person’s life better.

Job Summary

• Call/Email/Chat Handling
• Resolve product or service problems by accurately understanding the customer’s issues.
• Determine the cause of the problem, selecting the best solution and explaining the resolution to the customer.
• Answer product and/or service questions or concerns.
• Troubleshoot technical issues using all available tools.
• Process customer orders and purchase of products and services.
• Escalate to appropriate departments to expedite resolution of customer’s issue.
• Provide exceptional customer service experience.
• Handle escalations and resolve issues in real time or within prescribed time.
• Coordinate with supervisors closely to resolve customer issues and concerns.
• Complete documentation: create or update customer information in the client database during and after each call.
• Maintain accurate records of every customer transaction or interaction accurately, timely, and professionally.
• Update customer information following the established client guidelines.
• Comply with client and PCI guidelines in handling customer information.
• Adhere to established internal and client guidelines.
• Maintain a high level of professionalism when dealing with customers and clients.
• Establish a positive relationship with every customer.
• Follow established weekly work schedules.
• Provide timely feedback on noticeable patterns of customer concerns.
• Attend training conducted to learn higher-tier responsibilities, additional tools, and proper departments for escalation.
• Attend scheduled bucket trainings to stay updated on product & service information including technical troubleshooting procedures.
• Be receptive to any changes in company and client policies.
• Adhere to operation/tier level performance goals.
• Meet minimum goal on performance scorecard.
• Adhere to client Zero Tolerance Policy (ZTP).
• Zero findings on client audits.

Minimum Qualifications

• At least a Senior High School graduate (or high school graduate in old curriculum), vocational degree of any course, or its equivalent.
• At least 6-months to 1-year work experience in a call-center company.
• Good verbal and written communication skills.
• Basic knowledge in computer navigation and MS Office applications.
• Strong interpersonal and relationship-building skills.

Skills Required

• Customer Service Orientation
• Active listening skills
• Problem-solving skills
• Effective communication
• Teamwork and collaboration
• Technology skills (job-related technical skills)

Additional Information

EQUAL OPPORTUNITY STATEMENT

QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as covered veteran, uniformed servicemember status, and any other characteristics protected under applicable federal, state or local law.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Other

• Industries
• Outsourcing and Offshoring Consulting