Customer Service Representative – Billing

About the role

We are looking for a Customer Service Representative specialized in billing to join our hybrid team. The role focuses on handling billing inquiries, cancellations, downgrades and account changes while maintaining high service standards.

Key responsibilities

• Manage the billing CS queue, answering and resolving customer questions and concerns.
• Handle billing-related requests such as cancellations, downgrade requests, account ownership changes, and provide quotations for upgrades.
• Respond to inquiries about billing cycles, amounts due, and other billing details.
• Follow up on pending issues to ensure customer satisfaction.
• Collaborate with the billing/finance lead to improve processes and meet target metrics.
• Work with the PTeam lead on coaching, goal setting and development.
• Maintain minimal queue backlog and coordinate with CS and PTeam for resolutions.

Required profile

• Minimum 2 years experience in the BPO industry, preferably handling US billing or front‑facing customer service accounts.
• Strong command of spoken and written English.
• Ability to work under pressure and meet deadlines.

Required skills

• Proficiency in Google Workspace tools.
• Familiarity with CRM systems.
• Experience using chat applications such as Intercom and Slack.

What we offer

• Competitive salary with comprehensive HMO coverage and optical reimbursements.
• Flexible work options – remote for candidates outside Baguio City, hybrid for those within.
• Opportunities for personal growth and development within a supportive, values‑driven environment.