Tier 2 Customer Service Representative (Cebu On-site)

• Process and review assigned work accurately and efficiently in line with established guidelines.
  
• Maintain accurate and up-to-date information in company systems and records.
  
• Review information for completeness, accuracy, and potential discrepancies.
  
• Address routine issues and escalate complex or unresolved concerns through the appropriate channels.
  
• Organize and prioritize workload to meet deadlines and business requirements.
  
• Maintain clear and timely documentation of work activities and outcomes.
  
• Consistently meet performance, quality, and turnaround-time expectations.
  
• Follow company policies, procedures, and confidentiality requirements when handling information.
  
• Participate in training, coaching, and quality activities to continuously improve performance.
  
• Collaborate with team members and support other tasks or processes as business needs require.
  

Requirements

• Relevant experience in BPO of at least 1 year with voice experience (preferably with back-office operations, data processing, document review, customer service, or similar process-driven work).
  
• Excellent English communication that meets the current Recruitment standard.
  
• Strong reading comprehension and the ability to follow detailed written instructions and process updates.
  
• Good attention to detail and the discipline to verify information before completing or updating a record.
  
• Comfortable working with repetitive tasks, daily targets, and a high volume of cases or transactions.
  
• Basic proficiency in Microsoft Office and the ability to learn case management or workflow systems.
  
• Dependable attendance and the ability to support the assigned schedule, training period, and required cross-training.
  
• Able to handle confidential information responsibly and accept coaching, process changes, and performance feedback.
  
• Willing to work onsite.
  
• Amenable in working on a night shift.