Onsite Customer Service Specialist

Gratitude Philippines; Manila; On-site; PHP 240,000 - 300,000; Full time

Job summary

Gratitude Philippines is seeking a Customer Service Representative (CSR) to join our onsite team in Manila. The role focuses on delivering a positive customer experience, handling inquiries, and maintaining accurate records.

Candidates should have 1–4 years in customer service, preferably from utilities, telecoms, insurance, or banking sectors, with strong communication skills and the ability to work in assigned shifts and comply with SOPs.

Qualifications

• 1–4 years of relevant customer service experience.
• Experience in Utilities, Telecom, Insurance, or Banking & Financial Services preferred.
• Good verbal and written communication skills.
• Strong listening, problem-solving, and interpersonal abilities.
• Ability to document interactions and handle information securely.
• Willingness to work onsite and in assigned shift.

Responsibilities

• Handle customer inquiries and service requests professionally via assigned channels.
• Provide accurate information about products, services, and processes.
• Listen to customers, identify needs, and offer appropriate solutions.
• Resolve issues within service guidelines; escalate complex cases.
• Maintain professional, courteous, and customer-focused interactions.
• Document interactions, requests, complaints, and resolutions clearly.
• Adhere to SOPs and quality assurance guidelines.
• Maintain confidentiality of customer information.
• Achieve performance targets for CSAT, productivity, and quality.
• Collaborate with internal teams to resolve concerns promptly.
• Adapt to process updates and shift requirements.

Skills

Verbal communication

Written communication

Listening skills

Problem solving

Interpersonal skills

Attention to detail

Record keeping

Teamwork

Basic computer skills

Job description

Gratitude Philippines is seeking a Customer Service Representative (CSR) to join our onsite team in Manila. The role focuses on delivering a positive customer experience, handling inquiries, and maintaining accurate records.

Candidates should have 1–4 years in customer service, preferably from utilities, telecoms, insurance, or banking sectors, with strong communication skills and the ability to work in assigned shifts and comply with SOPs.