Customer Service Representative

Onsite at Cebu Business Park, Cebu City · Full-time · Night shift (US business hours), Monday to Friday

We are looking for a full-time Customer Service Representative with excellent communication and customer service skills to join our team.

The ideal candidate is confident handling inbound calls, responding to emails, assisting customers with their questions and concerns, and providing solutions that create a positive customer experience. This role requires someone who is professional, dependable, detail-oriented, and comfortable working in a fast-paced environment.

The right candidate should be able to communicate clearly, remain calm and empathetic when handling difficult situations, take ownership of customer concerns, and work efficiently while maintaining a high standard of service. As an omnichannel customer service team, we also look for someone who is adaptable and open to being trained across various support channels, including calls, email, chat, and SMS.

Key Responsibilities

• Handle inbound calls and respond to customer inquiries via email and other support channels.
• Assist customers with orders, returns, exchanges, refunds, shipping, and product questions.
• Resolve customer concerns professionally while following company policies and procedures.
• Provide product recommendations based on customer needs and fit.
• Handle difficult customer interactions with patience, empathy, and professionalism.
• Accurately document customer interactions, orders, and account information.
• Work with internal teams to resolve issues and maintain a high level of customer satisfaction.

Qualifications

• Excellent verbal and written English communication skills.
• Previous experience in customer service, call center, retail, or a related field.
• Comfortable handling inbound calls and communicating with customers.
• Strong problem-solving and decision-making skills.
• Detail-oriented with strong organizational skills.
• Able to work independently while also collaborating effectively with a team.
• Reliable, professional, and comfortable working in a fast-paced environment.

What you get

• Salary package with regular salary appraisals
• HMO and health insurance
• Night differential and holiday premium pay
• Service incentive leave upon regularization
• Monday to Friday schedule, weekends off
• Full-time direct hire with real room to grow
• Training and upskilling through SOS Academy
• Employee engagement activities and a healthy work environment
• Class A office in Cebu Business Park with backup power and redundant internet

About Staff Outsourcing Solutions: we build dedicated teams in Cebu for businesses in the United States, Canada and Australia. Our team members work inside our clients' daily operations in customer service, sales, healthcare support, accounting, e-commerce, creative and technical roles, full time and on site in Cebu Business Park. We hire for experience and character, we train through SOS Academy, and we keep the same team with a client for years. Founded in 2010, we have grown mostly by referral. Every applicant gets a reply. Office: 7th Floor, MDCT Building, Leyte Loop, Cebu Business Park, Cebu City. Website: staffoutsourcing.com. Careers: staffoutsourcing.com/careers/job-posting. Posted by Chris Rush, founder.

Staff Outsourcing Solutions never asks applicants for payment, training fees or personal documents before a written job offer.