Customer Service Representative
- Compensation
- Not disclosed
- Location
- Cebu City, Philippines
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Full time
- Experience
- Not specified
- Category
- Support
- Posted
Skills
Must have
- Customer Support: Handle customer concerns through phone, email, and chat while providing clear and professional communication.
- Problem Solving: Take ownership of issues, troubleshoot problems, and resolve customer concerns efficiently.
- Technical Support: Diagnose and resolve issues involving VoIP/SIP, Hosted PBX, softphones, IP phones, fax, NBN, and business mobile services.
- Billing Support: Handle invoices, payments, refunds, billing corrections, and explain charges and policies.
- Systems & Tools: Navigate multiple systems, diagnostic tools, logs, monitoring tools, knowledge bases, and customer records.
- Documentation: Accurately record customer interactions, issues, troubleshooting steps, and resolutions.
- Compliance & KPIs: Follow company procedures, SLAs, compliance requirements, service standards, and meet performance targets.
- Continuous Improvement: Identify recurring issues and contribute to improving processes, documentation, and knowledge bases.
- Complaint Handling: Recognize complaints and follow appropriate escalation and resolution procedures.
- Customer Focus: Adapt communication to different customers and proactively identify ways to assist them.
Full description
OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers.
We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams.
Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities.
We are proud to be:
- Great Place to Work® Certified
- HR Asia Best Companies to Work for in Asia 2025
- HR Asia Most Caring Company Award 2025
- HR Asia Diversity, Equity & Inclusion Award 2025
At OutForce, we invest in our people through career growth opportunities, flexible work environments, supportive leadership, and a culture built on trust, collaboration, and continuous improvement.
As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses.
Join OutForce and build your future with one of Asia’s best workplaces.About the Team You’ll Join
They are a telecommunications provider delivering cloud-based communication and connectivity solutions for businesses. Their services include business phone systems, internet, mobile, and unified communications tools, designed to improve connectivity, scalability, and operational efficiency—particularly for small to mid-sized organizations.
Job Overview:
Employment type: Full-time
Shift: AEST working hours
Work setup: FULLY REMOTE
Salary: PHP 30000 - 35000
What we offer:
- Competitive compensation package aligned with your skills and experience
- Comprehensive HMO coverage, including up to 3 free dependents
- Employee referral program with rewarding incentives
- 30 days of annual leave, giving you flexibility to manage your time
- Engaging team activities and events to keep work enjoyable
- Build strong, high-impact connections with key stakeholders across the business
- Take part in client engagement initiatives to elevate your professional experience.
Role Overview:
The Customer Service Representative within the Business Support Team provides high-quality support to Business Customers across technical support and billing queries, via Phone, Email and Chat channels. Reporting into the relevant Team Leader, this role is the first point of contact for customers experiencing product or service issues, ensuring queries are resolved efficiently and with professionalism. The Customer Service Representative plays a key role in maintaining strong customer relationships by delivering consistent solutions and contributing to continuous improvement of the customer experience.