Client Care Representative

2 weeks ago

Pasig, National Capital Region, Philippines De Castro Consulting Full time ₱150,000 - ₱250,000 per year
Job Summary:

As a Client Care Representative, you will serve as the first point of contact for customers managing their loans or addressing overdue bills. You'll provide compassionate and solution-focused support over the phone, ensuring each client feels heard, respected, and guided through their concerns. This role requires excellent English communication skills and a strong ability to practice empathy under pressure.

Key Responsibilities:
  • Answer inbound calls and make outbound follow-ups regarding loan inquiries, payment issues, and overdue accounts.
  • Actively listen to customer concerns, demonstrating patience, empathy, and understanding in every interaction.
  • Clearly explain payment options, account statuses, and processes in a professional and reassuring tone.
  • Document conversations accurately in the system while ensuring confidentiality and data integrity.
  • Collaborate with internal teams to resolve client issues and ensure smooth service delivery.
  • Maintain up-to-date knowledge of company products, services, and policies.
  • Meet daily performance metrics including call quality, resolution rate, and customer satisfaction.
Qualifications:
  • Excellent verbal and written communication skills in English.
  • Prior experience in customer service, call centers, or loan servicing is a plus.
  • Strong interpersonal skills with the ability to remain calm and helpful during sensitive or emotional calls.
  • Highly organized, detail-oriented, and capable of multi-tasking in a fast-paced environment.
  • Basic computer literacy and familiarity with CRM systems or call logging tools.
  • Willing to work in shifting schedules, including weekends or holidays if required.

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