Customer Service Agent - Cebu - ref. q26670315

As a Customer Service Agent, you're the voice of the brand, solving problems, answering questions, and making sure every customer interaction ends on a high note. If you're a great communicator who can stay cool under pressure, handle multiple lines of business, and deliver consistent, quality service, we want you on our front line.

• At least 1 year of experience in a call center environment
• Experience supporting multiple lines of business (e.g., retail, e-commerce, telco, or travel)
• High school diploma or equivalent; college-level education is a plus
• Strong verbal and written communication skills
• Skilled in resolving customer concerns with empathy, accuracy, and speed

• Strong communication skills and active listening
• Customer-first mindset with a problem-solving attitude
• Comfortable working across different tools and platforms
• Adaptability across different customer types and LOBs
• Organized, focused, and able to multitask in a dynamic environment
• Team player with a positive, can-do energy
• Results-oriented and motivated by hitting targets

• Handle incoming calls, emails, or chats with professionalism and efficiency
• Provide accurate product, service, and account information
• Resolve customer concerns, complaints, and escalations effectively
• Navigate multiple tools and systems while maintaining service quality
• Follow scripts and processes while personalizing each interaction
• Document call details and follow up on pending issues
• Meet individual KPIs for quality, resolution time, and customer satisfaction
• Customer-focused mindset to enhance satisfaction and loyalty