Pre-Sales Customer Service Representative

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

Job summary

A leading customer service provider in Mandaluyong, Philippines is seeking a dedicated Customer Service Representative. The ideal candidate will manage a high volume of inbound and outbound calls, ensuring accurate documentation and a professional customer experience. Successful candidates will demonstrate strong verbal communication skills and a proven track record in a BPO environment. This role includes support across various channels, such as phone, email, and chat.

Qualifications

• Proven BPO voice account experience managing high-volume calls.
• Ability to follow structured call flows and escalation processes.
• High attention to detail in call logging and system updates.

Responsibilities

• Handle high volume of inbound and outbound calls.
• Provide customer support across multiple channels.
• Accurately document all call interactions in the CRM.

Skills

Strong verbal communication skills

Proficiency in CRM software

Attention to detail

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