Job description
Foundever® is a global leader in the customer experience (CX) industry. We are seeking a Kmher Bilingual - Customer Service Representative to join our team in Pasig City, Metro Manila. In this role you will support customers in English and Filipino, delivering friendly, efficient solutions across phone, chat, and email channels. If you are motivated to help people and enjoy solving problems, this is the role for you.
As a bilingual customer service representative, you will act as the primary point of contact for customers. You will resolve inquiries, troubleshoot issues, and ensure each interaction reflects Foundever's commitment to quality. You will manage tickets in our CRM, document interactions, and follow up on outstanding items. You will collaborate with team members and escalate complex cases to senior specialists when needed. You will adhere to established processes, service level agreements, and security guidelines to protect customer information.
We offer ongoing training, career growth opportunities, and a supportive work environment in a modern contact center setting. If you thrive in a fast paced, customer focused role and possess excellent communication skills in English and Filipino, we want to hear from you.
Responsibility
- Provide bilingual support in English and Filipino across phone, chat, and email channels
- Troubleshoot and resolve customer inquiries, ensuring accurate information and first contact resolution when possible
- Document interactions and update customer records in the CRM with accuracy
- Escalate complex issues to appropriate teams and track resolution status
- Meet or exceed service level agreements and quality standards
- Maintain a positive, empathetic, and professional demeanor in all customer interactions
Qualification
- High school diploma or equivalent; college degree preferred
- Bilingual fluency in English and Filipino
- Strong communication, active listening, and problem solving skills
- Proficiency with CRMs and basic computer applications; data entry accuracy
- Ability to manage multiple tasks in a fast paced environment and handle difficult customers calmly
- Prior customer service or call center experience is a plus
- Flexibility to work in shifts including evenings, nights, and weekends