Customer Service Representative

1 week ago

Quezon City, National Capital Region, Philippines Asticom Technology Inc. Full time ₱250,000 - ₱500,000 per year

(3-month Project Based)

Key Roles and Responsibilities:

1. Call Handling & Customer Support

  • Answer inbound calls and respond to email or chat inquiries related to lessor management operations.
  • Log all interactions accurately into the ticketing or CRM system.
  • Gather complete details from the caller to understand and categorize the concern properly
  • Provide step-by-step assistance for basic troubleshooting and process guidance.
  • Ensure professional and empathetic communication throughout all interactions.

2. Issue Resolution & Escalation

  • Perform initial diagnosis and attempt first-level resolution for technical, account, or billing-related issues.
  • Escalate unresolved or complex cases to L2 or concerned departments following defined escalation procedures.
  • Follow up on open tickets to ensure resolution within agreed SLAs.
  • Document resolution steps for knowledge base updates.

3. System & Process Support

  • Monitor hotline queues and ensure prompt response to calls during assigned shifts.
  • Support lessor-related transactions, such as verification requests, account updates, and contract validation.
  • Ensure data accuracy when entering or updating lessor or site information.
  • Assist in coordinating with back-office teams for processing requests and confirmations.

4. Reporting & Documentation

  • Maintain accurate logs of all calls, issues, and resolutions.
  • Prepare and submit daily activity or productivity reports.
  • Report recurring issues or system errors to the Operations Lead for root cause analysis.
  • Participate in calibration or process alignment meetings when needed.

5. Service Quality & Compliance

  • Adhere to defined scripts, call handling procedures, and data privacy guidelines.
  • Meet or exceed individual performance metrics such as response time, resolution rate, and customer satisfaction.
  • Ensure all communications comply with company policies and confidentiality standard

Job Qualifications

  • At least 1 year of experience in customer service, helpdesk, or technical support (BPO or corporate).
  • Good verbal and written communication skills in English and Filipino.
  • Basic understanding of ticketing systems or CRM tools (e.g., Zendesk, Freshdesk, Salesforce).
  • Ability to multitask and work under pressure.
  • Willing to work in shifting schedules, including weekends and holidays if required.

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