Customer Service Representative

Location: Southwoods Office Tower, Brgy. San Francisco, Biñan City, Laguna (On-site)

Position Type: Full-time (Rotational / Night Shift)

Job Overview

We are looking for customer-centric Customer Service Representatives to handle inbound customer inquiries, resolve billing or technical issues, and deliver excellent support. You will serve as the primary point of contact for clients, ensuring high satisfaction and first-contact resolution.

Key Responsibilities

• Handle inbound phone calls, chats, or emails regarding customer accounts, billing, and service updates.
• Diagnose basic technical or account issues and walk customers through step-by-step troubleshooting.
• Maintain accurate records of customer interactions and account changes in the database.
• Escalate complex technical or billing issues to senior support teams as needed.
• Meet key performance metrics including Quality Score, Average Handling Time (AHT), and First Call Resolution (FCR).

Qualifications

• Senior High School Graduate, or College Level/Graduate.

• Strong verbal and written English communication skills.

• Willingness to work in rotational shifts, night shifts, weekends, and holidays.

• Prior BPO experience is a strong advantage but not required (fresh graduates and career shifters are welcome to apply).