Customer Service Representative (Sales)

Customer Service Representative

• Location: BGC, Taguig City
• Work Setup: Onsite during training, transitioning to Hybrid (2 days WFH, 3 days onsite)
• Schedule: Shifting — Day, Mid, and Night Shifts
• Salary: Up to ₱49,000About the Role

As a Customer Service Representative, you will play a key role in helping customers stay engaged with their therapy and feel supported throughout their experience with our products. This is a human-centered and operationally focused role that directly contributes to customer satisfaction, product engagement, and long-term retention. You will interact with customers primarily through phone-based support, proactively addressing concerns, resolving issues, and ensuring each interaction is handled with empathy, accuracy, and professionalism.

Key Responsibilities

Make proactive outbound calls to customers after they begin using our products to provide post-market support and address their needs. Listen actively and empathetically to understand both customers’ stated concerns and the underlying issues affecting their experience. Help customers navigate challenges, confusion, dissatisfaction, or other barriers so they can continue using the product with confidence. Respond to customer questions and concerns in accordance with approved procedures, guidelines, and service standards. Receive, document, and manage customer complaints accurately in accordance with established protocols. Maintain complete and accurate records of customer interactions, actions taken, and outcomes in CRM and case management systems. Take ownership of customer follow-ups and ensure timely resolution and closure in coordination with customers and internal teams. Identify customer behaviors, concerns, or patterns that may indicate a risk of disengagement and take appropriate action within the scope of the role. Escalate issues appropriately and collaborate with relevant internal teams to facilitate timely resolution. Communicate recurring customer feedback, concerns, and trends to Team Leads, Quality, Training, and Operations teams. Handle sensitive customer information responsibly and comply with all applicable privacy, security, and regulatory requirements. Consistently meet productivity, quality, accuracy, and customer experience targets in a high-volume environment while maintaining a personalized and empathetic approach. Qualifications3–5 years of experience in outbound customer service, customer support, customer success, customer research, inside sales support, retention support, or a related field. Proven experience providing phone-based customer support within a structured service environment. Strong verbal and written English communication skills. Excellent listening, problem-solving, and interpersonal skills. Ability to manage multiple customer cases, prioritize follow-ups, and maintain accurate documentation in a fast-paced environment. Strong attention to detail and the ability to consistently follow established procedures and protocols. Comfortable working in a shifting schedule, including day, mid, and night shifts. Willingness to work onsite in BGC, Taguig City during the training period and transition to the hybrid work arrangement thereafter.