Customer Service Representative (CSR / TSR) - Tech Account
Visaya Knowledge Process Outsourcing Corporation Manila Full-time
About Visaya
Visaya Knowledge Process Outsourcing Corporation is a proudly Filipino organization recognized globally for service excellence, innovation, and a culture of malasakit. We are committed to building long-term partnerships through quality, reliability, and a people-first approach.
Role Overview
The CSR/ TSR is responsible for delivering first-line technical and customer support through voice interactions. This role focuses on assisting customers with basic troubleshooting, resolving common concerns, and ensuring a smooth and positive customer experience in a fast-paced, high-volume environment.
Key Responsibilities- Handle inbound voice interactions and provide timely, accurate resolutions
- Communicate clearly and empathetically to understand customer concerns
- Perform basic troubleshooting for connectivity, account issues, and service disruptions
- Ensure First Contact Resolution (FCR) whenever possible
- Document all customer interactions and resolutions in the system
- Follow standard operating procedures (SOPs) and utilize knowledge base resources
- Escalate complex or unresolved issues to Level 2 support as needed
- Meet or exceed Key Performance Indicators (KPIs) for service delivery
- Maintain professionalism when handling escalations and challenging situations
- Stay updated on products, services, and company policies
- Participate in training and continuous improvement initiatives
- Perform other duties as required
- At least High School graduate; college level or degree
- Minimum of 6 months BPO experience (Telco experience is an advantage)
- Experience working in a US night shift environment
- English proficiency at B2 level or higher (spoken and written)
- Strong communication and interpersonal skills
- Confident navigating multiple systems, tools, and applications
- Ability to multitask in a fast-paced, high-volume environment
- Detail-oriented, reliable, and customer-focused
- Ability to work onsite and attend onsite interviews
- Familiarity with basic troubleshooting and ticketing systems is an advantage
- Competitive salary package and benefits
- HMO coverage + dependents
- Paid leaves and government-mandated benefits
- Performance incentives and recognition programs
- Training, upskilling, and career growth opportunities
Visaya KPO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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