Customer Service Representative

Company Description iQor Philippines is part of a global business process outsourcing (BPO) organization that supports diverse clients across multiple industries. The company specializes in customer engagement services, helping brands deliver consistent, high-quality support to their customers. Team members in the Philippines work with international customers, using modern tools and processes to resolve inquiries efficiently. iQor emphasizes performance, continuous improvement, and professional development, offering opportunities to build a long-term career in customer service.

Role Description The Customer Service Representative role is a full-time, on-site position based in the Philippines. In this role, the team member handles inbound and/or outbound customer interactions via phone, chat, or email, addressing inquiries, resolving issues, and providing product or service information. Daily tasks include documenting interactions accurately, following established procedures and scripts when needed, and escalating complex concerns to appropriate teams. The role involves meeting performance targets such as quality scores, productivity, and customer satisfaction metrics. The Customer Service Representative also contributes to a positive customer experience by using active listening, empathy, and clear communication in every interaction.

Qualifications

• Ability to deliver high-quality customer service and support, with a focus on customer satisfaction.
• Skills in managing customer experience through clear communication and problem-solving in customer-facing interactions.
• Strong verbal and written communication skills in English.
• Basic computer literacy and ability to learn new systems and tools quickly.
• Previous experience in a customer service, contact center, or BPO environment is an advantage but not always required.
• Ability to work on-site in the Philippines and maintain reliable attendance for full-time shifts.
• High school diploma or equivalent; additional education is a plus.
• Professional, patient, and adaptable attitude when working with diverse customers and situations.