Job description
About the Opportunity
Foundever is seeking a friendly and motivated Onsite Call Center Representative to join our Pasig City-based team. This full-time role is ideal for individuals who thrive in a fast-paced customer-support environment and enjoy helping people resolve questions and concerns with empathy and professionalism.
As part of our onsite recruitment initiative, candidates who join us will experience a collaborative office culture with on-site perks, including a Free Grab ride for selected associates in the Ayala area. This role is stationed onsite in Pasig City, Metro Manila, where you will interact with customers by phone, chat, and email, supported by a network of professionals dedicated to delivering exceptional service.
Your core mission is to provide the best possible customer experience by listening, understanding, and resolving inquiries in a timely manner. You will escalate issues when necessary and collaborate with internal teams to improve processes and policies that impact customers.
We offer comprehensive onboarding, ongoing training, and opportunities for career growth within Foundever. If you are enthusiastic about customer service, comfortable with a fast-paced environment, and eager to contribute to team success, we want to hear from you.
Onsite shifts and a dynamic team environment are complemented by opportunities for advancement, performance-based incentives, and a supportive culture that values your well-being and professional development.
Responsibility
- Handle inbound inquiries from customers via phone, chat, and email with courtesy and accuracy.
- Resolve product and service issues by identifying root causes and delivering effective solutions.
- Document interactions in the CRM, update case notes, and ensure data integrity.
- Escalate complex issues to the appropriate teams and monitor progress until resolution.
- Meet or exceed performance metrics such as first contact resolution, average handling time, and CSAT scores.
- Collaborate with teammates and cross-functional departments to improve processes and overall customer experience.
- Maintain up-to-date knowledge of products, services, policies, and promotions to provide accurate information.
- Demonstrate empathy, active listening, and professional communication even when handling challenging situations.
Qualification
- High school diploma or higher; college degree preferred.
- Excellent verbal and written English communication; proficiency in Filipino is a plus.
- Prior customer service or call center experience is preferred but not required.
- Ability to learn quickly and use CRM software and Microsoft Office.
- Strong problem-solving, multitasking, and time-management skills.
- Positive, customer-focused attitude with a commitment to delivering high-quality service.
- Willingness to work onsite in Pasig and to support flexible shifts, including evenings and weekends.
- Basic computer and internet navigation skills with good listening and troubleshooting abilities.