Customer Service Representative (CL 12)

About the role

The Customer Service Representative (CL 12) will provide front‑line support to customers through voice channels. Working in a call‑center environment, the role focuses on delivering high‑quality interactions, meeting service level agreements, and resolving inquiries promptly. This position is based in the Boni/Cubao area and follows a shift schedule that may include holidays.

Key responsibilities

• Handle inbound and outbound voice calls for general customer service accounts.
• Maintain call quality standards and adhere to quantitative performance metrics.
• Identify customer needs, provide accurate information, and resolve issues within agreed timeframes.
• Document interactions in the designated system and follow up as required.
• Collaborate with team members and supervisors to continuously improve service delivery.

Required profile

• Open to high school graduates (old curriculum), college undergraduates, graduates, or associate degree holders.
• Minimum of 1 year experience in a Business Process Outsourcing (BPO) or call‑center setting.
• Willingness to work on a rotating shift schedule, including holidays.
• Ability to work on‑site in the Boni, Cubao location.

Required skills

• Effective verbal communication in English.
• Basic computer literacy for using call‑center software.