Customer Service Representative (Voice)
$17,000–$21,000 year
On-siteAngeles City, Central Luzon, Philippines
Job Summary
Handle inbound and outbound calls in a courteous, timely, and professional manner, listening actively to understand customer needs and providing effective solutions. Research systems to locate or update information, collaborate with other departments when needed, and follow all client processes, scripts, policies, and procedures with accuracy. Use knowledge base and training resources to resolve customer inquiries effectively, ensuring first-call resolution through troubleshooting and problem-solving. Accurately document and process customer interactions while handling sensitive customer data with discretion and confidentiality. Escalate complex concerns to supervisors or managers when appropriate and stay up to date by attending meetings, training sessions, and reviewing new materials. Consistently meet attendance, scheduling, and performance expectations.
Required Qualifications
- High school diploma or equivalent
- Strong English communication skills (oral and written)
- Minimum of 6 months call center experience (voice, email, or chat support with US accounts)
- Typing speed of 40+ WPM with 95% accuracy
- Grammar assessment score 85%+ and comprehension score 90%+
- Proficiency with Windows PC applications and ability to quickly learn new systems
- Basic knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Strong skills in troubleshooting, conflict resolution, and negotiation
- Ability to multi-task, self-manage, and stay focused under pressure
- Team-oriented, empathetic, and customer-focused mindset
- Highly reliable with consistent attendance and punctuality
- Flexibility to work shifts, weekends, and holidays
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
- Must be able to sit/stand for long periods while using a computer and telephone headset
- Must be able to operate a computer and other office equipment, including a phone, copier, and printer
- Must be able to move about the office to accomplish tasks
- Must be able to reach in any direction
- Must be able to raise or lower objects
- Must be able to move objects from place to place
- Must be able to hold onto objects
- Must be able to move or exert force up to forty (40) pounds
Desired Qualifications
- Knowledge of CRM platforms (a plus)
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
- Must be willing to submit to drug screening.
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