Job description
Join SVC PH Inc., a people-focused Cebu-based contact center, as a Customer Service Agent. This full-time role is ideal for talented communicators who enjoy helping customers and solving problems. You will be the first point of contact for clients via phone, chat and email, delivering friendly, accurate information and guiding customers through solutions.
What we offer includes a Php 28,000 monthly salary package, annual salary increases based on performance, and a life insurance program. You will receive thorough onboarding, ongoing coaching, and access to training resources to stay current with our products and services. SVC PH Inc. supports your career growth with a positive work environment, clear performance metrics, and opportunities to advance within the organization.
Your day-to-day impact includes resolving inquiries, documenting interactions in our CRM, and contributing to a delightful customer experience. You will collaborate with cross-functional teams to resolve issues, maintain accurate records, and share feedback that helps improve processes and knowledge bases. The role requires professionalism under pressure, attention to detail, and a genuine commitment to helping customers succeed.
If you are ready to join a dynamic team that rewards initiative and customer focus, apply now and start your career with SVC PH Inc.
Responsibility
- Respond to customer inquiries via phone, email, and chat with professionalism and empathy.
- Resolve product or service issues by clarifying the problem, offering appropriate solutions, and following up as needed.
- Document all customer interactions accurately in the CRM, including issues, actions taken, and outcomes.
- Adhere to standard operating procedures and quality guidelines; maintain up-to-date knowledge of products and services.
- Escalate unresolved or complex issues to the appropriate teams and coordinate timelines for resolution.
- Meet or exceed performance targets such as CSAT, first contact resolution, and average handling time.
- Collaborate with teammates to share knowledge and contribute to a positive customer experience, while identifying opportunities to upsell or educate customers on available options.
Qualification
- High school diploma or equivalent; bachelor’s degree preferred.
- 1+ year of customer service or call center experience preferred; fresh graduates with strong communication skills are considered.
- Excellent verbal and written English communication; strong grammar and clear articulation.
- Strong problem-solving and active listening skills; customer-centric mindset.
- Proficient with computers and basic CRM systems; ability to learn new software quickly; experience with Zendesk, Salesforce, or similar is a plus.
- Ability to handle high-volume inquiries while maintaining composure and accuracy; strong multitasking and time-management skills.
- Positive attitude, teamwork, and willingness to adapt to changing processes and schedules.
- Commitment to data privacy and delivering a high-quality customer experience.