Description
Summary of the Role
The Customer Care Representative will respond to customer inquiries via telephone, email, SMS, and chat to provide problem resolution in accordance with the organization's service standards. Responsibilities include handling routine calls, addressing service needs and complaints, and directing inquiries to technical/service areas when necessary. The role requires maintaining detailed and current knowledge of the company's or assigned client's products and services, analyzing customer service needs, and communicating with relevant departments as needed.
Key Responsibilities
Respond to customer inquiries and provide resolutions through multiple channels (phone, email, SMS, and or chat).
Handle routine calls and escalate complex issues when necessary.
Maintain accurate knowledge of products, policies, and procedures.
Navigate computerized data entry systems and client applications.
Resolve Tier 1 payment and account-related requests, including card activations, payments, and updates.
Enter required data into client systems and databases.
Escalate unresolved issues to senior representatives or designated departments.
Minimum Qualifications
High School Diploma or Equivalent
At least 6 months of experience in a customer support role within a contact center or BPO environment
Strong English communication skills - both verbal and written
Excellent customer service skills, with the ability to remain professional and composed under pressure
Must be willing to work in a Pure Voice (Phone) or Blended (Phone, Email, and Chat) support environment based on business needs
Amenable to shifting schedules, including weekends and holidays
Willing to work onsite at Vertis North, Quezon City
Willing to start ASAP on June 29, 2026
What Are Our Desired Skills and Capabilities?
Skills/Knowledge: Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
Job Complexity: Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
Supervision: Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
