Pre-Sales Customer Service Representative

Global Strategic; Bacolod; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading customer service provider in Bacolod is seeking a dedicated Customer Service Representative. The ideal candidate will handle high volumes of calls while ensuring exceptional customer support across multiple channels. Responsibilities include documenting interactions and maintaining records. Applicants should have proven BPO experience, strong communication skills, and attention to detail. This role offers an opportunity to excel in a dynamic environment while helping customers resolve their inquiries effectively.

Qualifications

• Proven BPO voice account experience in a fast-paced environment.
• Strong verbal communication and customer-first mindset.
• Attention to detail in call logging and updates.

Responsibilities

• Handle high volumes of inbound and outbound calls.
• Provide customer support across multiple channels.
• Document call interactions and maintain CRM records.
• Prepare operational reports summarizing call volumes.

Skills

Customer communication

Call management

CRM proficiency

Attention to detail

Problem-solving

Job description

We are looking for a dedicated and enthusiastic Customer Service Representative. The ideal candidate will have exceptional communication skills and a passion for helping customers resolve their inquiries efficiently and effectively.

What You'll Do

• Handle a high volume of inbound and outbound calls, professionally managing customer inquiries, requests, follow-ups, and issue resolution in line with defined service levels.
• Provide customer support across multiple channels, including phone (primary channel), email, chat, and ticketing systems, ensuring accurate responses, proper documentation, and timely escalation of complex cases.
• Update customer and case information promptly based on verified details gathered during calls or written interactions.
• Accurately document all call interactions, outcomes, and next steps in the designated CRM and support systems,maintainingcomplete and reliable records.
• Adhere strictly tocall handling guidelines, escalation protocols, and communication standards to ensure a consistent and professional customer experience.
• Execute administrative and operational tasks assigned, including call-related follow-ups, data validation, and process-driven activities,inaccordance withagreed workflows and quality standards.
• Prepare andsubmitregular operational reports asrequired, summarizing call volumes, case status, follow-ups, and key performance indicators.

What We're Looking For

• Proven BPO voice account experience, withdemonstratedability to manage high-volume inbound and outbound calls in a fast-paced,metrics-driven environment.
• Strong verbal communication skills with a customer-first mindset.
• High attention to detail in call logging and system updates.
• Ability to follow structured call flows and escalation processes.
• Proficiencyin CRM software and other support tools