Junior Customer Service Representative

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

We are hiring Juniot Customer Service Agents to support a leading global insurtech client, delivering device protection customer service across voice and digital channels for the Philippines market.

What You’ll Do

• Handle inbound customer enquiries via call and digital channels, including product enquiries, membership status, and claim status enquiries.
• Support policy administration: new business, payment processing, policy amendments, refunds, renewals, and cancellations.
• Manage first-level complaint handling and escalated per defined process.
• Conduct outbound calls professionally and consistently using approved scripts.
• Deliver customer satisfaction surveys (NPS) at the close of interactions.
• Apply sanctions screening and fraud checks as part of standard process.
• Maintain accurate case records in the client's CRM system.
• Support ad-hoc administrative tasks and projects as assigned.

Job Qualifications

Must Have Skill/s:

• Diploma or Bachelor's degree in any field
• Open to undergraduates of HS/Senior High/College level with CSR experience.
• at least 6 mos. of customer service or BPO experience is preferred
• Good command of written and spoken Tagalog and English (B2 proficiency or equivalent)
• Comfortable working across omni-channel platforms (voice, chat, email)
• Strong attention to detail and a customer-first mindset
• Willing to work rotating shifts, 9am-8pm, Monday to Sunday, including public holidays
• Willing to work rotating shifts aligned to Australian Eastern Time, Monday to Sunday, including Australian public holidays. Shift will be based in Cebu but timed to AU business hours