Customer Service Representative (Night Shift)

Job Summary

This position operates on a graveyard shift to align with US client business hours.

• Handle inbound calls, emails, and chats with the patience and clarity that the client's customers expect
• Resolve customer inquiries within agreed service levels and document each interaction in the client's CRM
• Escalate complex issues to senior agents, team leads, or specialist queues with full context
• Meet and exceed client KPIs covering Average Handle Time, First Call Resolution, Customer Satisfaction, and Quality scores
• Participate in team huddles, training, and quality calibration sessions to keep skills sharp
• Maintain accurate, audit-ready notes on every customer interaction
• Build product and account knowledge through ongoing learning and refresher training
• Follow company and client policies, procedures, and compliance requirements at all times

• High school graduate, college level, or college graduate (any course)
• At least 1 year of BPO or customer service experience
• Excellent English communication, both verbal and written
• Comfortable working a fixed graveyard shift aligned to US business hours
• Tech-savvy: comfortable navigating multiple systems simultaneously (CRM, ticketing, knowledge base)
• Strong attention to detail and problem-solving skills
• Willing to work onsite at our Iloilo City office
• Nice to have: Prior experience on a US healthcare, retail, e-commerce, SaaS, or financial services account
• Nice to have: Familiarity with Salesforce, Zendesk, Freshdesk, or similar CRM tools
• Nice to have: Bilingual (Spanish, French, or other European language)
• Nice to have: Fresh graduates with internship or part-time customer-facing experience are welcome to apply