Wave 1 | San Lazaro Site 35k SOB

Job Overview

Position Title: Customer Service Representative (CSR)

Location: San Lazaro, Manila

Compensation Package:

Base / Package Salary: Up to ₱25,000 / month (plus night differential, performance incentives, and allowance)

Sign-On Bonus: ₱35,000 (subject to bonus terms and payout milestones)

Employment Type: Full-time, Permanent

Hiring Process: Virtual / Same-Day Job Offer available

Customer Assistance: Handle inbound/outbound calls, emails, or chat messages from international or local customers with professionalism and empathy.

Issue Resolution: Diagnose, troubleshoot, and resolve customer complaints, billing queries, account updates, or general inquiries accurately.

Data Management: Document all customer interactions and ticket details accurately in the CRM database or internal management tools.

Product Knowledge: Stay updated on company products, policies, and guidelines to deliver first-contact resolution (FCR).

Performance Metrics: Meet or exceed key metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Attendance.

Education: High School Graduate (Old Curriculum) / Senior High School Graduate, or College Level / Graduate.

Work Experience:

At least 6 months of BPO experience or customer-facing experience (e.g., service crew, cashier, front desk, sales representative) preferred.

Openings for fresh graduates/newbies depending on specific account allocation.

Skills:

Good to excellent verbal and written English communication skills.

Basic computer literacy, fast typing speed, and navigation skills.

Strong problem-solving, active listening, and conflict-resolution abilities.

Willing to work on-site at UP Technohub, Quezon City.

Flexible to work in rotating/shifting schedules, night shifts, weekends, and holidays.

Sign-On Bonus: ₱35,000 payout incentive upon completing eligibility criteria.

HMO Coverage: Medical insurance coverage for employee (and eligible dependents).

Night Differential Pay: 10%–20% night diff rate depending on shift timing.

Incentives: Monthly performance-based bonuses and account allowances.

Leaves: Paid Vacation Leaves (VL) and Sick Leaves (SL).

Career Growth: Opportunities for promotion to Quality Assurance (QA), Team Leader (TL), or Subject Matter Expert (SME) roles.