Customer Service Program (US Based Client)
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Job Location:
Quezon City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Employment Type: Full-Time Employment
Work Setup: Onsite onboarding for a two to four weeks followed by a transition to a remote setup.
Work Schedule: Night Shift (Following U.S. Eastern Time Zone)
Location: Eastwood Libis Quezon City
Salary Package: Up to 50000 PHP/Monthly
Position Overview:
We are seeking a highly organized customer-focused Customer Service Representative to support our expanding operations. This role is responsible for answering inbound calls assisting customers with inquiries and ensuring an exceptional service experience. The ideal candidate
excels in communication demonstrates strong organizational skills and is experienced in working within KPI-driven environments including NPS and CSAT performance metrics. This position also includes follow-up support related to customer feedback as well as operational and account management assistance.
Responsibilities:
- Customer Interaction & Call Handling
- Answer and manage inbound customer calls promptly professionally and courteously.
- Provide accurate information resolve customer issues or direct calls to the appropriate department.
- Maintain a customer-first approach and ensure a positive experience in every interaction.
- Service Quality Communication & Documentation
- Communicate clearly and effectively with customers team members and internal departments.
- Document customer interactions issues and resolutions accurately within the CRM system.
- Follow escalation protocols for complex or high-priority customer concerns.
- NPS & CSAT Follow-Up
- Assist with follow-up actions related to NPS and CSAT results including contacting customers to gather additional feedback or clarify concerns.
- Work with internal teams to ensure customer feedback is addressed and improvement actions are tracked.
- Support initiatives designed to enhance overall customer satisfaction and loyalty.
- Organizational Excellence & Administrative Support
- Maintain accurate records and ensure up-to-date customer information across systems.
- Manage multiple tasks and workflows with strong attention to detail.
- Support operational tasks as needed including internal coordination documentation and process alignment.
- Operational & Account Management Support
- Assist account managers with routine administrative and operational tasks.
- Support activities such as account updates reporting follow-ups scheduling and task coordination.
- Contribute to seamless communication and collaboration between customer service operations and account management teams.
- KPI Tracking & Performance
- Adhere to established KPIs including call-handling metrics productivity benchmarks NPS and CSAT goals.
- Participate in coaching performance reviews and continuous improvement initiatives.
- Maintain high quality assurance standards and contribute to a performance-driven
Job Requirements:
- Prior customer service call center or client-facing experience preferred.
- Excellent verbal and written communication skills.
- Strong organizational abilities with the capacity to manage multiple priorities.
- Experience working with KPI measures specifically NPS and CSAT is highly preferred.
- Familiarity with CRM platforms (HubSpot) and call-handling tools is a plus.
- A customer-centric mindset with strong problem-solving and follow-through skills.
What Were Looking For:
- A proactive empathetic and solutions-oriented team member
- Someone who thrives in a fast-paced customer-focused environment
- A candidate comfortable working with performance metrics and continuous improvement
- An individual who brings professionalism clarity and consistency to every customer interaction
WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
: Work collaboratively with a team to ensure the complete and timely collection of medical records, billing information, and other materials collected on behalf of our customers (Law Offices).Qualifications as follows: Excellent Communication Skills (Oral and Written)Ability to exp
