Customer Service Representative

Job Qualifications:

• Completed 2 yrs. in college with 1 year BPO experience
• Experience handling AU/NZ account is a plus
• Good to excellent communication skills.
• Amenable to work in Mckinley, Taguig City.
• Amenable to work on a day schedule and holidays if needed.
• Can start as soon as possible.
• Fixed dayshift and weekends off.

Job Description:

• Deliver prompt, professional, and empathetic customer support across phone, chat, social media, and email channels.
• Assist customers with inquiries regarding the account’s products, promotions, warranties, policies, recommendations, usage guidance, and basic troubleshooting.
• Address and resolve customer complaints to ensure high satisfaction, escalating unresolved or complex issues as needed.
• Follow up with customers to confirm issue resolution and ensure fulfillment of requests.
• Respond to public and private social media messages in a professional, brand-appropriate, and timely manner.
• Accurately document all customer interactions, actions taken, and resolutions in the Kardia system.
• Create clear, concise, and brand-aligned responses for email, chat, and social media inquiries.
• Identify, track, and report recurring issues to support escalation and continuous improvement initiatives with the client.
• Stay updated on the account’s products, policies, and processes through ongoing training.
• Ensure all customer interactions meet quality standards and comply with company and legal requirements.
• Handle sensitive customer and company information with strict confidentiality, following data privacy regulations.
• Actively collect and communicate customer feedback to relevant internal teams.
• Consistently achieve or exceed key performance indicators (KPIs), including DQP, QM, CX, and SLA targets.

At Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect. Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.