Customer Service Representative

Role Description The Customer Service Representative role at FTO is a full-time, on-site position based in Iloilo. The role involves handling inbound and outbound customer interactions through various channels, such as phone, email, and chat, to address inquiries, resolve issues, and provide accurate information. Team members are expected to maintain a high level of professionalism, follow established processes, document interactions, and escalate complex concerns when necessary. Daily responsibilities include meeting performance targets, contributing to customer satisfaction, and collaborating with colleagues and supervisors to improve service quality and workflows. The role also involves learning and adhering to client-specific guidelines, using company systems and tools effectively, and participating in ongoing training and coaching.

Qualifications

• Ability to deliver strong customer service and support, with a focus on customer satisfaction and customer experience.
• Experience working as Customer Service Representatives or in similar customer-facing roles, handling diverse customer support scenarios.
• Strong communication skills in English, both verbal and written, with active listening and clear articulation.
• Comfort using computers, CRM platforms, and other customer support tools; ability to learn new systems quickly.
• Problem-solving skills, attention to detail, and the ability to stay calm and professional under pressure.
• Willingness to work on-site in Iloilo on a full-time schedule, including possible shifting hours, weekends, or holidays as required.
• Previous BPO or contact center experience is an advantage but not required; open to candidates with relevant customer-facing experience.
• At least a high school diploma; college-level education or a degree in any field is considered an asset.