Customer Service Representative

3 days ago

Eastwood Metro Manila, Philippines Acquire Intelligence Full time
Job Summary:

We are looking for a Customer Service Representative (CSR) with at least 6 months of relevant experience who can effectively manage blended customer support – handling both voice calls and non-voice channels (such as chat, email, or social media). The ideal candidate is proactive, customer-focused, and able to deliver excellent service in a fast-paced environment.


Key Responsibilities:
  • Handle incoming and outgoing calls, chats, and emails from customers.
  • Resolve customer inquiries, complaints, and issues in a professional and timely manner.
  • Provide accurate information about products, services, and account status.
  • Escalate complex cases to the appropriate department when needed.
  • Maintain detailed and accurate customer records using the CRM system.
  • Meet or exceed individual and team KPIs (e.g., response time, resolution rate, customer satisfaction).
  • Follow communication scripts, procedures, and company policies.
  • Collaborate with team members and departments to improve service delivery.

Qualifications:
  • Minimum 6 months of experience in a customer service or BPO environment.
  • Experience in handling both voice and non-voice accounts (blended support).
  • Strong communication skills – verbal and written.
  • Proficient in basic computer applications and typing speed.
  • Ability to multitask, prioritize, and manage time effectively.
  • High level of patience, empathy, and customer focus.
  • Willing to work on shifting schedules, including weekends and holidays if needed.

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