Summary of the Role

• The Customer Service Representative will respond to customer inquiries via telephone, email, SMS, and chat to provide problem resolution in accordance with the organization's service standards. Responsibilities include handling routine calls, addressing service needs and complaints, and directing inquiries to technical/service areas when necessary. The role requires maintaining detailed and current knowledge of the company's or assigned client's products and services, analyzing customer service needs, and communicating with relevant departments as needed.

Key Responsibilities

• Respond to customer inquiries and provide resolutions through multiple channels (phone, email, SMS, and or chat).

• Handle routine calls and escalate complex issues when necessary.

• Maintain accurate knowledge of products, policies, and procedures.

• Navigate computerized data entry systems and client applications.

• Resolve Tier 1 payment and account-related requests, including card activations, payments, and updates.

• Enter required data into client systems and databases.

• Escalate unresolved issues to senior representatives or designated departments.

Minimum Qualifications

• High School Diploma or Equivalent

• At least 6 months of experience in a customer support role within a contact center or BPO environment

• Strong English communication skills - both verbal and written

• Excellent customer service skills, with the ability to remain professional and composed under pressure

• Must be willing to work in a Pure Voice (Phone) or Blended (Phone, Email, and Chat) support environment based on business needs

• Amenable to shifting schedules, including weekends and holidays

• Willing to work onsite at Vertis North, Quezon City

What Are Our Desired Skills and Capabilities?

• Skills/Knowledge: Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.

• Job Complexity: Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.

• Supervision: Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.