Customer Service Representative (Sales)

Customer Service Representative

Location: BGC, Taguig City
Work Setup: Onsite during training, transitioning to Hybrid (2 days WFH, 3 days onsite)
Schedule: Shifting — Day, Mid, and Night Shifts
Salary: Up to ₱49,000

About the Role

As a Customer Service Representative, you will play a key role in helping customers stay engaged with their therapy and feel supported throughout their experience with our products.

This is a human-centered and operationally focused role that directly contributes to customer satisfaction, product engagement, and long-term retention. You will interact with customers primarily through phone-based support, proactively addressing concerns, resolving issues, and ensuring each interaction is handled with empathy, accuracy, and professionalism.

Key Responsibilities

• Make proactive outbound calls to customers after they begin using our products to provide post-market support and address their needs.
• Listen actively and empathetically to understand both customers’ stated concerns and the underlying issues affecting their experience.
• Help customers navigate challenges, confusion, dissatisfaction, or other barriers so they can continue using the product with confidence.
• Respond to customer questions and concerns in accordance with approved procedures, guidelines, and service standards.
• Receive, document, and manage customer complaints accurately in accordance with established protocols.
• Maintain complete and accurate records of customer interactions, actions taken, and outcomes in CRM and case management systems.
• Take ownership of customer follow-ups and ensure timely resolution and closure in coordination with customers and internal teams.
• Identify customer behaviors, concerns, or patterns that may indicate a risk of disengagement and take appropriate action within the scope of the role.
• Escalate issues appropriately and collaborate with relevant internal teams to facilitate timely resolution.
• Communicate recurring customer feedback, concerns, and trends to Team Leads, Quality, Training, and Operations teams.
• Handle sensitive customer information responsibly and comply with all applicable privacy, security, and regulatory requirements.
• Consistently meet productivity, quality, accuracy, and customer experience targets in a high-volume environment while maintaining a personalized and empathetic approach.

Qualifications

• 3–5 years of experience in outbound customer service, customer support, customer success, customer research, inside sales support, retention support, or a related field.
• Proven experience providing phone-based customer support within a structured service environment.
• Strong verbal and written English communication skills.
• Excellent listening, problem-solving, and interpersonal skills.
• Ability to manage multiple customer cases, prioritize follow-ups, and maintain accurate documentation in a fast-paced environment.
• Strong attention to detail and the ability to consistently follow established procedures and protocols.
• Comfortable working in a shifting schedule, including day, mid, and night shifts.
• Willingness to work onsite in BGC, Taguig City during the training period and transition to the hybrid work arrangement thereafter.