Urgent Hiring | Customer Service Associate | Video On-Demand Streaming | Taguig

Sutherland Philippines; Philippines; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Paid training

Paid time off

Vision, dental & health benefits

Flexible scheduling

Performance incentives

Job summary

Sutherland Philippines is hiring a Customer Service Associate for our Video On-Demand Streaming account in Taguig. You’ll handle billing issues, activations, cancellations, unexpected charges, and package switches to ensure a smooth guest experience.

On-site role with no prior experience required; high school graduate accepted. You’ll support across live chat, email, phone, social media, and App reviews while maintaining accurate CRM records and a professional brand voice.

Qualifications

• Customer service experience is preferred but not required
• High School Graduate or equivalent is accepted
• Excellent verbal and written communication skills
• Attention to detail and problem-solving abilities
• Familiarity with AI tools (e.g., ChatGPT) is a plus

Responsibilities

• Handle billing issues, activations, cancellations, unexpected charges, and package switches
• Support customers across live chat, email, phone, social media, and App reviews
• Maintain up-to-date knowledge of products and updates
• Record customer information accurately in the CRM
• Take ownership of queries or complaints and resolve them
• Maintain brand tone and quality guidelines in all communications

Skills

Customer service

Verbal communication

Written communication

Typing

AI tools

Education

High School Graduate

Tools

CRM systems

Live chat tools

Job description

URGENT HIRING | Customer Service Associate | Video On-Demand Streaming | Taguig

Sutherland Philippines

On-site - Taguig No Exp Required High/Senior High School Full-time

Job Description

Government Mandated Benefits

13th Month Pay

Insurance Health & Wellness

Health Care On-Site, Life Insurance, HMO

Professional Development

Professional Development

As aCustomer Service Associatefor ourVideo On-Demand Streaming Servicesaccount in Taguig, you'll handle billing issues, bundle activations, cancellations, unexpected charges, and package switches to enhance the customer experience.

How You’ll Make an Impact:

• Supports across live chat, email, phone, social media, and App reviews
• Upholds the client brand, champions fan loyalty, and the guest experience
• Delivers exceptional customer service, to achieve required customer satisfaction targets
• Responds and resolves customer queries efficiently, in a timely manner
• Maintains up to date knowledge of products and updates to the product
• Adheres to and follows any processes to resolve customer queries
• Ensures that any or all relevant customer information, and detail of query, is recorded accurately and timely in the CRM
• Takes ownership of queries or complaints raised by customers, to resolve their concerns
• Maintains a clear and consistent tone of voice that reflects the brand in line with quality and language guidelinesHighlights any potential contact drivers and shares learnings gathered with GX team
• Demonstrates a full understanding of the business processes, procedures, and relevant product knowledge and systems so that accurate information is always provided to the customer
• Any other tasks assigned by supervisors

Key strengths for this role:

• Customer Service experience is preferred
• At least High School Graduate
• Excellent verbal and written communication skills
• Has a passion for providing an exceptional Guest experience
• Basic computer skills, typing/keyboard skills and experience in navigating across different IT systems
• Strong problem-diagnosis and problem-solving skills
• Demonstrates a strong understanding of customer satisfaction and service excellence
• Able to work with a dynamic team and has great attention to detail
• Hands-on experience using AI tools (e.g., ChatGPT) and good judgement to verify outputs

The good stuff coming your way:

At Sutherland, you’re a big deal. That’s why from day one, you’ll enjoy perks and benefits designed to help you grow, achieve more, and build the career you deserve.

• Paid training
• Paid time off
• Vision, dental, and health benefits
• Flexible scheduling based on program needs
• Performance incentives on selected programs

Ensure your line stays open between 10 AM and 7 PM as our team may reach out.

Interpersonal Skills Problem Solving English Language

Lead Sutherland Philippines

Working Location

12F, Sutherland Manila Taguig. 12F PhilPlans Corporate Center 1012 North, Triangle Dr, Taguig, 1634 Metro Manila, Philippines

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