Senior Customer Service Specialist (Level 4)

TeamSpan Asia Inc.; Muntinlupa; On-site; PHP 446,400 - 669,600; Full time

Job summary

A leading company in customer service solutions is seeking a senior-level professional with over 5 years of BPO experience for the position. The candidate must have excellent communication skills, be highly organized, and able to handle complex client accounts. Responsibilities include providing personalized solutions, managing dispatch activities, and ensuring service excellence. This is an on-site role based in Madrigal Business Park, Alabang.

Qualifications

• At least 5 years of BPO experience.
• Experience working in a fast-paced remote environment.
• Strong customer orientation and communication skills.
• Facilities management experience preferred but not required.
• Proficiency in Microsoft Office programs.

Responsibilities

• Act as the primary point of contact for client accounts.
• Provide personalized solutions and ensure timely service delivery.
• Conduct follow-up calls and provide updates.
• Schedule and coordinate dispatch activities.
• Address client inquiries and resolve concerns.

Skills

Customer service experience

Excellent communication skills

Ability to meet deadlines

Attention to detail

Problem-solving skills

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

Job description

Level 4 is a senior-level position suited for professionals with 2+ years of customer service experience and excellent communication skills. Level 4 specialists handle complex cases, lead process improvements, and may serve as mentors or key points of contact for the team. They work with minimal supervision, manage escalations, and collaborate across departments to ensure service excellence.

Roles / Responsibilities

• Act as the primary point of contact for client accounts.
• Provide personalized solutions and ensure timely service delivery.
• Conduct follow-up calls, provide updates, and accurately document information using CRM tools.
• Schedule and coordinate dispatch activities, monitor dispatch schedules, and promptly resolve issues.
• Maintain accurate and up-to-date client records.
• Address client inquiries, resolve concerns, and provide information about services.
• Experience in Facility Management is a plus.

Qualifications

• At least 5 years of BPO experience.
• Experience working in a fast-paced and remote environment.
• Previous experience as an SME, Team Lead, Quality Analyst, or in Escalations is a plus.
• Strong ability to meet deadlines, prioritize tasks, and manage multiple projects simultaneously.
• Excellent customer orientation and communication skills.
• Facilities management experience is preferred but not required.
• Related experience in Vendor Relations and Work Order Full-Cycle Management.
• Proficiency in Microsoft Office programs (Outlook, Excel, Word) and internet research tools.
• Strong attention to detail and a high level of accuracy in all outputs.
• Willing to work on-site at Madrigal Business Park, Alabang.