CSR - Virtual Process | Voice/Blended (Chat & Email)

About the role

GDV Business Services Co. is seeking a talented CSR - Virtual Process | Voice/Blended (Chat & Email) to join our dynamic customer service team. This is a full-time position based in Metro Manila. In this role, you will be the voice and face of our company, delivering exceptional customer support across multiple channels including phone, chat, and email. You will be responsible for handling customer inquiries, resolving issues efficiently, and ensuring every interaction reflects our commitment to excellence. This position is vital to maintaining our reputation and fostering long-term customer relationships in a fast-paced, multichannel environment.

Key responsibilities

• Handle inbound and outbound customer calls with professionalism, courtesy, and efficiency
• Respond to customer inquiries via chat and email in a timely and courteous manner
• Troubleshoot customer issues and provide effective solutions that meet or exceed customer expectations
• Document all customer interactions accurately in the company's customer relationship management (CRM) system
• Maintain detailed notes regarding customer interactions to ensure continuity of service
• Follow company policies, procedures, and quality standards consistently
• Escalate complex issues to appropriate departments or supervisors when necessary
• Collaborate with team members to ensure seamless service delivery across all channels
• Meet or exceed individual and team performance metrics, including call handling time, customer satisfaction scores, and quality targets
• Provide product and service information to customers with accuracy and enthusiasm

What we're looking for

• Excellent verbal and written communication skills with the ability to articulate clearly across voice, chat, and email channels
• Proven customer service experience in a call centre or contact centre environment
• Strong problem-solving abilities and the capacity to think quickly under pressure
• Proficiency in using computer systems, CRM software, and multichannel communication tools
• Ability to multitask effectively whilst maintaining high levels of accuracy and attention to detail
• Patient, empathetic demeanor with a genuine commitment to customer satisfaction
• Flexibility and adaptability to changing priorities and work schedules
• Ability to work independently whilst being a collaborative team player
• Minimum high school diploma or equivalent qualification
• Reliable internet connection and a quiet workspace suitable for taking customer calls (for remote-capable arrangements)
• Preferred: Previous experience in a blended or multichannel customer service role
• Preferred: Familiarity with voice, chat, and email support systems
• Preferred: Knowledge of customer service best practices and industry standards

What we offer

GDV Business Services Co. is committed to providing a supportive and rewarding work environment. We offer competitive compensation packages, comprehensive health and wellness benefits, and professional development opportunities to help you grow your career. As a valued team member, you will have access to ongoing training programmes designed to enhance your skills and keep you updated with industry best practices. We promote a positive workplace culture that values teamwork, innovation, and personal growth. Additionally, we provide flexible scheduling options where possible and recognise outstanding performance through incentive programmes and career advancement opportunities. Your wellbeing is important to us, and we encourage open communication about any support you may need.

About us

GDV Business Services Co. is a leading customer service solutions provider dedicated to delivering exceptional support to businesses and their customers. With a strong commitment to quality, innovation, and customer-centric values, we partner with organisations across various industries to provide reliable, professional, and efficient customer service solutions. Our team of skilled professionals is passionate about creating positive customer experiences and helping our clients succeed. We pride ourselves on fostering a collaborative workplace culture where employees are empowered to make a difference. At GDV Business Services Co., we believe that great customer service begins with great employees, and we are committed to investing in the development and success of our team members.

Apply now

If you are enthusiastic about delivering outstanding customer service and meet the qualifications outlined above, we would love to hear from you. Please submit your application, including your resume and a brief cover letter highlighting your relevant experience. Join GDV Business Services Co. and become part of a team that is transforming the customer service industry.