Customer Service Representative

Onsite at Cebu Business Park, Cebu City · Full-time · Night shift (US business hours), Monday to Friday

A full-time Customer Service Representative with excellent communication and customer service skills who supports the company's customers across email, chat and phone. The role handles both inbound contact and outbound follow-ups, answers customer inquiries, resolves concerns and keeps every interaction positive. It suits someone professional, dependable and detail-oriented who works efficiently when volume is high.

Key responsibilities

• Respond to a high volume of inbound tickets and calls with timely, accurate and professional help.
• Make outbound calls or send outbound emails for follow-ups, order updates and other business matters.
• Answer inquiries about products, orders, shipping, returns, warranties and account information.
• Document every customer interaction, request and resolution in the helpdesk and order systems.
• Follow the company's customer service procedures, policies and communication standards.
• Keep a professional and positive tone with customers, including difficult ones.
• Coordinate with internal teams so that customer concerns are resolved properly.
• Meet the productivity, quality, attendance and customer satisfaction expectations set for the role.
• Perform other customer service tasks as assigned.

Qualifications

• Excellent verbal and written English communication skills.
• Previous experience in customer service, e-commerce support, call center or BPO operations preferred.
• Comfortable handling both inbound and outbound contact.
• Strong active listening and problem-solving skills.
• Able to stay professional and composed with challenging customers.
• Detail-oriented, organized and able to multitask.
• Comfortable learning and using the company's systems, tools and software (helpdesk, store platform, order system).
• Reliable and punctual.
• Works independently and collaborates well with a team.

Ideal candidate

Someone who adapts to the role quickly, communicates confidently with customers and keeps service quality high during busy periods.

What you get

• Salary package with regular salary appraisals
• HMO and health insurance
• Night differential and holiday premium pay
• Service incentive leave upon regularization
• Monday to Friday schedule, weekends off
• Full-time direct hire with real room to grow
• Training and upskilling through SOS Academy
• Employee engagement activities and a healthy work environment
• Class A office in Cebu Business Park with backup power and redundant internet

About Staff Outsourcing Solutions: we build dedicated teams in Cebu for businesses in the United States, Canada and Australia. Our team members work inside our clients daily operations in customer service, sales, healthcare support, accounting, e-commerce, creative and technical roles, full time and on site in Cebu Business Park. We hire for experience and character, we train through SOS Academy, and we keep the same team with a client for years. Founded in 2010, we have grown mostly by referral. Every applicant gets a reply. Office: 7th Floor, MDCT Building, Leyte Loop, Cebu Business Park, Cebu City. Website: staffoutsourcing.com. Careers: staffoutsourcing.com/careers/job-posting. Posted by Chris Rush, founder.

Staff Outsourcing Solutions never asks applicants for payment, training fees or personal documents before a written job offer.