Customer Service Associate

About the role

Ang Customer Service Associate (CSA) ang frontline ng bawat engagement ng Corpshore Philippines. Sa role na ito, hahawakan ninyo ang inbound at outbound na customer interactions sa voice, chat, email, SMS at social channels para sa aming mga global client, mula sa consumer e-commerce brands hanggang B2B SaaS platforms, healthcare organisations at financial services firms. Kakatawanin ninyo ang mga client brand nang propesyonal, may empatiya at mabilis, sa loob ng isang dedicated pod ng English at Tagalog bilingual associates. Ito ay fixed-term contract engagement, renewable base sa performance at program continuity, may conversion pathway patungo sa regular na role at malinaw na progression tungo sa Team Leader, QA Analyst, Trainer at Operations Manager para sa mga high performer.

Responsibilities

• Hawakan ang 50 hanggang 80 customer interactions kada shift sa voice, chat, email, SMS at social channels depende sa assigned client program
• Resolbahin ang mga customer inquiry sa first contact hangga't maaari, may target na First Contact Resolution rate na 75% o mas mataas
• Panatilihin ang Customer Satisfaction (CSAT) scores na 90% o mas mataas sa lahat ng interactions at channels
• Tuparin o lampasan ang Average Handle Time (AHT) targets na specific sa bawat client program, karaniwang 4 hanggang 8 minuto kada interaction
• I-document nang tama at kumpleto ang bawat customer interaction sa client CRM system (Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot, GoHighLevel, Gorgias, Intercom, Kustomer o client proprietary tools)
• I-escalate ang mga komplikado o high-severity na isyu sa Team Leaders o Tier 2 specialists ayon sa documented escalation protocols at evidence preservation standards
• Sundin ang client-specific brand voice guidelines, tone standards at prohibited language policies sa lahat ng oras habang nakikipag-ugnayan sa customer
• Makipag-usap nang matatas sa English at Tagalog, natural na nag-a-alternate depende sa preference at konteksto ng customer
• Suportahan ang mga Filipino customer sa Tagalog nang may cultural sensitivity, kasama ang formal at colloquial register ayon sa customer segment
• Suportahan ang mga customer mula sa US, UK, Australia at iba pang English-speaking na bansa gamit ang neutral o accent-trained na English
• Hawakan ang refund requests, order modifications, subscription changes, billing disputes at account-related transactions sa loob ng client-approved discretionary limits
• I-process ang customer information updates kasama ang address changes, payment method updates, contact preferences at KYC verification steps, alinsunod sa data privacy regulations
• Suportahan ang live-stream, transaction, booking at appointment-based workflows depende sa assigned client vertical
• Hawakan ang sensitibong customer situations kasama ang cancellations, refunds, complaints at service failures nang may empatiya at de-escalation techniques
• Sundin ang lahat ng data privacy, information security at confidentiality protocols kasama ang Data Privacy Act of 2012 compliance, HIPAA kung applicable, at client-specific data handling requirements
• Sumali sa daily huddles, weekly team meetings, monthly QBR at quarterly all-hands sessions
• Dumalo at kumpletuhin ang lahat ng mandatory training kasama ang new hire onboarding (karaniwang 2 hanggang 4 na linggo), refresher sessions, policy updates at client-specific certifications
• Tuparin o lampasan ang schedule adherence targets na 95% o mas mataas, kasama ang punctuality, break adherence at shift attendance
• Kumpletuhin ang post-interaction wrap-up notes sa loob ng Average After Call Work (ACW) targets, karaniwang 60 hanggang 90 segundo
• Aktibong sumali sa quality calibration sessions kasama ang QA Analysts at Team Leaders para mag-align sa interaction handling standards
• Magmungkahi ng process improvements at knowledge base updates batay sa paulit-ulit na customer issues o workflow inefficiencies
• Panatilihin ang kalinisan ng workstation, sundin ang clean-desk policy para sa information security, at sundin ang lahat ng onsite health and safety protocols
• Suportahan ang peak season surge coverage sa panahon ng Q4 retail season, tax season para sa financial services clients, o event-driven volume spikes na may overtime opportunities
• Katawanin ang Corpshore Philippines nang propesyonal sa lahat ng client interactions, kasama ang client site visits, video conferences at joint customer calls

Qualifications

• Hindi bababa sa 6 na buwan ng contact centre o customer service experience sa BPO, in-house call centre, o retail customer-facing environment
• Bilingual fluency sa English at Tagalog, may kakayahang mag-switch ng wika ayon sa preference ng customer
• English proficiency na B2 o mas mataas (CEFR), may malinaw na pronunciation, natural na intonation at business-appropriate na bokabularyo
• Native o near-native na Tagalog proficiency kasama ang formal register at colloquial usage
• Kinakailangan ang high school diploma; malaking bentahe ang college undergraduate o graduate
• Kakayahang mag-type ng hindi bababa sa 40 words per minute na may 95% accuracy
• Komportable sa isang Windows-based operating environment na may maraming sabay-sabay na application
• Handa at kayang magtrabaho sa rotating shifts kasama ang gabi, weekend, Philippine holidays at US holidays kung kinakailangan
• Handang magtrabaho onsite sa assigned Corpshore Philippines delivery centre (Pampanga, sa Clark Freeport Zone corridor, para sa hiring cycle na ito)
• Kakayahang umupo at gumamit ng headset at computer workstation nang matagal, sa loob ng legally-mandated break structures
• Basic mathematical at analytical reasoning para sa paghawak ng billing, refund at transaction workflows
• Legal right to work sa Pilipinas at valid government-issued identification para sa pre-employment requirements

Nice to have

• College graduate na may Bachelor's degree sa Communication, Business Administration, Psychology, Hospitality Management, IT o kaugnay na larangan
• Prior experience sa mga major CRM platform kasama ang Zendesk, Salesforce, Freshdesk, HubSpot, GoHighLevel, Gorgias, Intercom o Kustomer
• Experience sa isang specific vertical na relevant sa aming client base: e-commerce, SaaS, healthcare, fintech, insurance, real estate, hospitality o EdTech
• Experience sa omnichannel platforms na humahawak ng voice, chat, email at social sa iisang interface
• Prior COPC, ITIL o Six Sigma exposure o certification
• Mga certification sa customer service excellence (COPC-certified CSP, HDI, ICMI)
• Familiarity sa dialer platforms (Genesys Cloud, Five9, NICE inContact, Cisco UCCX, Avaya, Talkdesk o Vonage)
• Sales, upselling o cross-selling experience para sa mga program na may revenue-generating components
• Experience sa paghawak ng escalations, retention conversations o komplikadong refund at billing disputes
• Karagdagang language capability bukod sa English at Tagalog (Cebuano, Ilonggo, Japanese, Mandarin, Spanish o Bahasa Indonesia)
• Key Skills and Competencies
• Active listening at reading comprehension para sa tamang pagtukoy ng customer needs
• Empatiya at emotional intelligence kapag humahawak ng frustrated, distressed o high-value na customer
• Written communication na grammatically correct, malinaw at naaayon sa brand tone sa email, chat at social channels
• Verbal communication na may malinaw na artikulasyon, tamang bilis at propesyonal na register
• Multitasking sa iba't ibang browser tabs, CRM windows at knowledge base articles habang may interaction
• Problem-solving na may lohikal na troubleshooting flow at paggamit ng available na knowledge resources
• Adaptability sa iba't ibang client programs, brand voices at workflows
• Time management at self-discipline sa isang metrics-driven na environment
• Attention to detail sa documentation, data entry at pagsunod sa policy
• Team orientation na may kahandaang tumulong sa mga kasamahan sa pod at suportahan ang cross-shift handovers
• Performance Expectations
• Susukatin kayo batay sa mga sumusunod na performance metric:
• Performance Metric :: Target
• Customer Satisfaction (CSAT) :: ≥ 90%
• First Contact Resolution (FCR) :: ≥ 75%
• Average Handle Time (AHT) :: Program-specific, karaniwang 4 hanggang 8 min
• Quality Audit Score :: ≥ 92%
• Schedule Adherence :: ≥ 95%
• Attendance :: ≥ 97%
• After Call Work (ACW) :: Program-specific, 60 hanggang 90 sec
• Escalation Rate :: ≤ 8% (depende sa program)

What we offer

• Competitive contract rate na naka-benchmark sa Philippine BPO market, sinusuri sa bawat renewal
• Performance-based incentives na naka-link sa CSAT, First Contact Resolution, quality at adherence targets
• Night shift differential at holiday premium alinsunod sa Philippine labour law
• Statutory contributions at 13th month pay, ibinibigay alinsunod sa batas Pilipino para sa uri ng engagement na ito
• Company-provided workstation, headset at dual-monitor IT setup para sa onsite delivery
• Fully paid na new hire at client-specific training kasama ang systems at language calibration
• Skills development at certification opportunities (COPC, HDI, ICMI) para sa mga malakas ang performance
• Meal at transportation support sa mga qualifying shift
• Referral incentives at internal recognition programs (Employee of the Month, incentive contests)
• Fixed-term engagement, karaniwang 6 hanggang 12 buwan, renewable base sa performance at program continuity
• Conversion pathway patungo sa regular na role sa Corpshore Philippines, at progression tungo sa Senior CSA, SME, Team Leader, QA Analyst at Trainer, para sa consistently high performer
• Ang role na ito ay inaalok bilang fixed-term contract, hindi permanent employment. Ang eksaktong mga tuntunin ay ikukumpirma sa inyong individual na kontrata.

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.