Customer Service Associate

About the role

The Customer Service Associate is the frontline of every Corpshore Philippines engagement. In this role you will handle inbound and outbound customer interactions across voice, chat, email, SMS and social channels on behalf of our global clients, ranging from consumer e-commerce brands to B2B SaaS platforms, healthcare organisations and financial services firms. You will represent our client brands with professionalism, empathy and speed, working within a dedicated pod of English and Tagalog bilingual associates. This is a fixed-term contract engagement, renewable based on performance and program continuity, with a conversion pathway to a regular role and clear progression into Team Leader, QA Analyst, Trainer and Operations Manager positions for high performers.

Responsibilities

• Handle 50 to 80 customer interactions per shift across voice, chat, email, SMS and social channels depending on the assigned client program
• Resolve customer inquiries at first contact wherever possible, targeting a First Contact Resolution rate of 75% or higher
• Maintain Customer Satisfaction (CSAT) scores of 90% or higher across all interactions and channels
• Meet or exceed Average Handle Time (AHT) targets specific to each client program, typically ranging from 4 to 8 minutes per interaction
• Document every customer interaction accurately and completely in the client CRM system (Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot, GoHighLevel, Gorgias, Intercom, Kustomer or client proprietary tools)
• Escalate complex or high-severity issues to Team Leaders or Tier 2 specialists following documented escalation protocols and evidence preservation standards
• Follow client-specific brand voice guidelines, tone standards and prohibited language policies at all times during customer contact
• Communicate fluently in both English and Tagalog, code-switching naturally depending on customer preference and context
• Support Filipino customers in Tagalog with cultural sensitivity, including formal and colloquial register as appropriate to the customer segment
• Support US, UK, Australian and other English-speaking customers with a neutral or accent-trained English delivery
• Handle refund requests, order modifications, subscription changes, billing disputes and account-related transactions within client-approved discretionary limits
• Process customer information updates including address changes, payment method updates, contact preferences and KYC verification steps in compliance with data privacy regulations
• Support live-stream, transaction, booking and appointment-based workflows depending on assigned client vertical
• Handle sensitive customer situations including cancellations, refunds, complaints and service failures with empathy and de-escalation techniques
• Follow all data privacy, information security and confidentiality protocols including Data Privacy Act of 2012 compliance, HIPAA where applicable and client-specific data handling requirements
• Participate in daily huddles, weekly team meetings, monthly QBRs and quarterly all-hands sessions
• Attend and complete all mandatory training including new hire onboarding (typically 2 to 4 weeks), refresher sessions, policy updates and client-specific certifications
• Meet or exceed schedule adherence targets of 95% or higher, including punctuality, break adherence and shift attendance
• Complete post-interaction wrap-up notes within Average After Call Work (ACW) targets, typically 60 to 90 seconds
• Actively participate in quality calibration sessions with QA Analysts and Team Leaders to align on interaction handling standards
• Suggest process improvements and knowledge base updates based on recurring customer issues or workflow inefficiencies
• Maintain workstation cleanliness, adhere to clean-desk policy for information security and comply with all onsite health and safety protocols
• Support peak season surge coverage during Q4 retail seasons, tax season for financial services clients, or event-driven volume spikes with overtime opportunities
• Represent Corpshore Philippines professionally in all client interactions, including client site visits, video conferences and joint customer calls

Qualifications

• At least 6 months of contact centre or customer service experience in a BPO, in-house call centre or retail customer-facing environment
• Bilingual fluency in English and Tagalog with the ability to switch between languages based on customer preference
• English proficiency at B2 or higher (CEFR), with clear pronunciation, natural intonation and business-appropriate vocabulary
• Native or near-native Tagalog proficiency including formal register and colloquial usage
• High school diploma required , college undergraduate or graduate strongly preferred
• Ability to type at least 40 words per minute with 95% accuracy
• Comfort working in a Windows-based operating environment with multiple concurrent applications
• Willingness and ability to work rotating shifts including nights, weekends, Philippine holidays and US holidays as required
• Willingness to work onsite at the assigned Corpshore Philippines delivery centre (Pampanga, in the Clark Freeport Zone corridor, for this hiring cycle)
• Ability to sit and use a headset and computer workstation for extended periods within legally-mandated break structures
• Basic mathematical and analytical reasoning for handling billing, refund and transaction workflows
• Legal right to work in the Philippines and valid government-issued identification for pre-employment requirements

Nice to have

• College graduate with a Bachelor's degree in Communication, Business Administration, Psychology, Hospitality Management, IT or a related field
• Prior experience with major CRM platforms including Zendesk, Salesforce, Freshdesk, HubSpot, GoHighLevel, Gorgias, Intercom or Kustomer
• Experience in a specific vertical relevant to our client base: e-commerce, SaaS, healthcare, fintech, insurance, real estate, hospitality or EdTech
• Experience with omnichannel platforms handling voice, chat, email and social within a single interface
• Prior COPC, ITIL or Six Sigma exposure or certification
• Certifications in customer service excellence (COPC-certified CSP, HDI, ICMI)
• Familiarity with dialer platforms (Genesys Cloud, Five9, NICE inContact, Cisco UCCX, Avaya, Talkdesk or Vonage)
• Sales, upselling or cross-selling experience for programs with revenue-generating components
• Experience handling escalations, retention conversations or complex refund and billing disputes
• Additional language capability beyond English and Tagalog (Cebuano, Ilonggo, Japanese, Mandarin, Spanish or Bahasa Indonesia)
• Key Skills and Competencies
• Active listening and reading comprehension for accurate customer needs assessment
• Empathy and emotional intelligence when handling frustrated, distressed or high-value customers
• Written communication with grammatically correct, clear and brand-aligned tone in email, chat and social channels
• Verbal communication with clear articulation, appropriate pace and professional register
• Multitasking across multiple browser tabs, CRM windows and knowledge base articles within an interaction
• Problem-solving with logical troubleshooting flow and use of available knowledge resources
• Adaptability across different client programs, brand voices and workflows
• Time management and self-discipline in a metrics-driven environment
• Attention to detail in documentation, data entry and policy adherence
• Team orientation with a willingness to help pod mates and support cross-shift handovers
• Performance Expectations
• You will be measured on the following performance metrics:
• Performance Metric :: Target
• Customer Satisfaction (CSAT) :: ≥ 90%
• First Contact Resolution (FCR) :: ≥ 75%
• Average Handle Time (AHT) :: Program-specific, typically 4 to 8 min
• Quality Audit Score :: ≥ 92%
• Schedule Adherence :: ≥ 95%
• Attendance :: ≥ 97%
• After Call Work (ACW) :: Program-specific, 60 to 90 sec
• Escalation Rate :: ≤ 8% (program-dependent)

What we offer

• Competitive contract rate benchmarked to the Philippine BPO market, reviewed at each renewal
• Performance-based incentives tied to CSAT, First Contact Resolution, quality and adherence targets
• Night shift differential and holiday premium in line with Philippine labour law
• Statutory contributions and 13th month pay administered in line with Philippine law for the engagement type
• Company-provided workstation, headset and dual-monitor IT setup for onsite delivery
• Fully paid new hire and client-specific training including systems and language calibration
• Skills development and certification opportunities (COPC, HDI, ICMI) for strong performers
• Meal and transportation support on qualifying shifts
• Referral incentives and internal recognition programs (Employee of the Month, incentive contests)
• Fixed-term engagement, typically 6 to 12 months, renewable based on performance and program continuity
• Conversion pathway to a regular Corpshore Philippines role, and progression to Senior CSA, SME, Team Leader, QA Analyst and Trainer, for consistently high performers
• This role is engaged as a fixed-term contract rather than permanent employment. Exact terms are confirmed in your individual contract.

How the process works

Apply below. Our talent acquisition team reviews applications and typically responds within five business days. Shortlisted candidates move to an initial screen, a role assessment, and a final interview, followed by pre-employment screening.