Customer Service Representative – US Account

Position Title: Customer Service Representative (US Account)

Work Setup: On-site / Hybrid (Depending on program assignment)

Primary Locations: Eastwood (Quezon City) | Ortigas (Pasig/Mandaluyong) | BGC (Taguig) | Makati

Employment Type: Full-time

Shift: Night Shift / Rotational Shifts (US Business Hours)

Job Overview

We are seeking clear, empathetic, and detail-oriented Customer Service Representatives to join our customer support teams across our Metro Manila sites. In this role, you will represent leading US-based brands across various industries (e.g., e-commerce, financial services, logistics, or telecommunications). You will serve as the primary point of contact for US customers, delivering resolution-driven support via phone, email, or chat.

Key Responsibilities

• Customer Interaction: Handle incoming inquiries from US-based customers via phone, email, or live chat in an efficient, friendly, and professional manner.
• Issue Resolution: Diagnose, troubleshoot, and resolve product, service, or billing inquiries on the first contact whenever possible (First Contact Resolution).
• Account Management: Update customer account records, process orders, handle cancellations, and manage billing adjustments using internal database systems.
• De-escalation: Handle challenging customer situations or complaints with patience and empathy, turning negative experiences into positive customer outcomes.
• Compliance & Quality: Adhere strictly to US compliance policies (e.g., PCI-DSS, HIPAA, or TCPA depending on the account) and consistently meet internal quality assurance metrics.
• Product Knowledge: Stay updated on client products, policies, and system updates to provide accurate information to customers.

What We Offer

• Competitive basic salary + night differential pay (10–20%)
• Performance-based monthly incentives
• Comprehensive Health Insurance (HMO) coverage from Day 1 or upon regularization
• Paid Leaves (Vacation Leave / Sick Leave)
• Career growth and internal promotion opportunities
• Free shuttle service (select sites/shifts) and modern site amenities (game rooms, sleeping quarters, cafeterias)

Minimum Qualifications

• Education: High School Graduate (Old or K-12 Curriculum) or College Level / Graduate.
• Experience:
• Fresh graduates or candidates without BPO experience are welcome for entry-level voice/non-voice accounts.
• For Premium/Financial Accounts: At least 6–12 months of solid international BPO experience (US account preferred).
• Communication Skills: Excellent verbal and written English communication skills; comfortable conversing with native English speakers (US accent neutrality is a plus).
• Technical Skills: Basic computer literacy, fast typing speed (at least 30 WPM), and comfortable navigating multiple web-based platforms simultaneously.
• Availability: Willing to work on night shifts, weekends, Philippine holidays, and overtime when required.

Site Breakdown & Accessibility

This role is available at four strategic site locations across Metro Manila, offering convenient access to major transport hubs:

• Eastwood City (Quezon City): Ideal for candidates residing in Quezon City, Marikina, Pasig, and Rizal. Accessible via C-5 and major jeepney/UV Express routes.
• Ortigas Center (Pasig / Mandaluyong): Convenient for applicants located near MRT-3 (Ortigas/Shaw stations), Pasig, San Juan, and Mandaluyong.
• Bonifacio Global City / BGC (Taguig): Premier office location accessible from Makati, Pasay, Taguig, and southern Manila. Close to C-5 and BGC Bus routes.
• Makati Central Business District: Centrally located near MRT-3 Ayala Station, accessible via major bus and jeepney networks for residents of Makati, Pasay, Manila, and southern Luzon.