Job description
Foundever is a global leader in the customer experience (CX) industry, partnering with top brands to deliver compassionate, efficient service across channels. We are seeking a motivated Korean-speaking Customer Service Representative to join our team in Pasig City, Metro Manila. If you are fluent in Korean and English, enjoy helping customers, and thrive in a fast-paced environment, this is your opportunity to build a rewarding career with an international leader.
In this role, you will be the frontline ambassador for our clients, providing accurate information, troubleshooting, and a positive experience for every caller, chat, or email. You will be trained on our products, systems, and processes to resolve inquiries with speed and empathy. You will collaborate with teammates and cross-functional groups to ensure customer needs are met and issues are resolved at the first point of contact whenever possible.
We offer competitive compensation, comprehensive onboarding, paid time off, health benefits where applicable, and opportunities for growth within a global organization. You will have access to ongoing training and clear performance metrics that recognize your contributions to customer satisfaction and operational efficiency. This is an on-site role in Pasig City, with a schedule designed to balance work and life while meeting business needs.
Responsibility
- Provide high-quality Korean-language customer support via phone, chat, or email, addressing inquiries and resolving issues with empathy and professionalism.
- Adhere to standard operating procedures and quality benchmarks to ensure consistent, first-contact resolution.
- Document customer interactions accurately in the CRM and update records as needed.
- Identify trends and escalate complex issues to the appropriate teams in a timely manner.
- Maintain up-to-date knowledge of products, services, and policies to provide accurate information.
- Collaborate with cross-functional teams to resolve customer concerns and improve service delivery.
- Meet individual and team performance metrics, including quality scores, CSAT, and average handling time.
- Support ongoing process improvements and participate in training sessions.
Qualification
- Fluent in Korean and proficient in English (written and spoken).
- Previous experience in customer service or call center environments is preferred.
- Excellent communication, active listening, and problem-solving skills.
- Strong computer literacy and ability to navigate CRM software and MS Office.
- High school diploma or equivalent; higher education is a plus.
- Ability to work in shifts, including weekends or holidays if required.
- Positive, customer-focused mindset with the ability to work independently and in a team.
- Stable, reliable, and detail-oriented with strong time management skills.