Company Description OP360 (OfficePartners360), part of iQor CXBPO™, supports global brands with intelligent, data-driven customer experience solutions. Backed by iQor's three decades of expertise and AI-enabled platforms, OP360 contributes to scalable services that improve customer acquisition, engagement, and retention. The broader iQor organization includes 47,000+ employees across 11 countries and operates under three delivery pillars: CXBPO, Growth as a Service, and infinityAiQ. With a strong people-first culture and recognition as a Great Place to Work®, iQor and OP360 provide growth-oriented environments for customer experience professionals. OP360's integration into iQor's portfolio expands global capabilities across sales, marketing, and customer care operations.
Role Description This is a contract, on-site Customer Service Representative role based in Cebu. The Customer Service Representative will handle inbound and outbound customer interactions via phone, email, chat, or other channels, ensuring timely, accurate, and courteous responses. Daily responsibilities include resolving inquiries and issues, documenting interactions in CRM or ticketing systems, and following established procedures and performance metrics. The role involves collaborating with team members and supervisors to escalate complex cases, share feedback, and support continuous improvement of customer experience. Representatives are expected to maintain a professional demeanor, adhere to quality and compliance standards, and contribute to a positive, service-oriented workplace.
Qualifications
- Strong skills in Customer Service and Customer Support to handle inquiries, resolve issues, and provide accurate information.
- Ability to contribute to Customer Satisfaction and Customer Experience by delivering empathetic, solution-focused service.
- Experience working as or with Customer Service Representatives in a contact center or similar environment.
- Excellent verbal and written communication skills in English, with active listening and clear articulation.
- Comfort with on-site work in Cebu, including flexibility for shifting schedules, weekends, or holidays as needed.
- Proficiency with basic computer applications and CRM or ticketing tools; ability to learn new systems quickly.
- Strong problem-solving skills, attention to detail, and the ability to work in a fast-paced, metrics-driven environment.
- Previous experience in BPO, customer support, or related fields is preferred; high school diploma or equivalent required, further education a plus.
