Customer Service Representative

Customer Service Representative (Utility Account)

Location: BGC, Taguig City

Shift: Day Shift

Work Setup: Full Onsite

Start Date: 30 day or Available to start immediately

Job Summary

We are seeking a highly customer-focused Customer Service Representative (CSR) with experience in billing, collections

and hardship/financial assistance conversations.

The successful candidate will support customers with billing enquiries, overdue accounts, payment arrangements and

hardship-related concerns. The role requires strong empathy, communication skills, attention to detail and the ability to

manage sensitive financial conversations while maintaining a positive customer experience.

Key Responsibilities

Customer Service

· Handle inbound customer enquiries relating to accounts, billing, payments, collections and hardship.

· Provide accurate and timely information while maintaining a high standard of customer service.

· Identify customer needs and resolve enquiries at first point of contact wherever possible.

· Manage difficult, sensitive and emotionally charged customer interactions professionally.

· Demonstrate empathy and patience when supporting customers experiencing financial difficulty.

Billing Collections

· Explain customer bills, charges, adjustments, credits and payment requirements.

· Investigate and resolve billing discrepancies and account-related issues.

· Process approved billing adjustments and account updates in accordance with procedures.

· Review account history to identify billing issues, discrepancies or unusual activity.

· Ensure customer and account information is accurately documented.

· Manage conversations with customers regarding outstanding and overdue balances.

· Discuss appropriate payment options and payment arrangements with customers.

· Follow established collections procedures, policies and escalation guidelines.

· Handle sensitive financial conversations respectfully and professionally.

· Record payment commitments, arrangements and collection activity accurately.

· Identify situations where a customer may require hardship support or additional assistance.

Hardship & Financial Assistance

· Handle customer hardship calls with empathy, patience and professionalism.

· Identify customers who may be experiencing financial difficulty or vulnerability.

· Listen to the customer's circumstances and understand their immediate needs.

· Explain available hardship, financial assistance, payment support or other relevant options in accordance with

client procedures.

· Assist eligible customers with appropriate hardship support processes and referrals.

· Ensure customers are not placed under unnecessary pressure when discussing outstanding balances.

· Follow approved procedures for hardship assessments, payment arrangements and escalations.

· Recognise potential vulnerability indicators and escalate appropriately.

· Maintain confidentiality when handling sensitive financial and personal information.

· Accurately document hardship discussions, actions and agreed outcomes.

· Escalate complex or sensitive cases to the appropriate specialist team when required.

Required Technical Skill Set (Keywords)

· Experience with case management, complaints and escalation systems

· Proficiency in Microsoft Office, particularly Outlook, Excel and Teams

· Ability to use knowledge bases, SOPs and Work Instructions

· Understanding of customer authentication, privacy and data-security requirements

· Ability to troubleshoot basic billing, payment and account issues

· Strong ability to learn and apply utilities-specific systems and processes

· Understanding of Credit Process

· De-escalation and empathy · Health, Safety and Wellbeing

· Understanding of Hardship and prior experience

Desired Competencies (Technical/Behavioral Competency)

Must Have

1. 3 years of Customer Service experience minimum

2. Language skills English – Advanced or Fluent (customer communication, ticket resolution and main responsibilities will be conducted in English).

3. Problem-solving and analytical thinking skills

4. Billing and Collections experience

Good to Have

1. Strong communication skills

2. Test existing security measures to ensure the integrity of the data, software, and systems.

3. Reconcile findings from system assessments, audits, and vulnerability scans.

4. Experience in utilities, energy, telecommunications, banking, financial services or other billing-based industries.

5. Experience with hardship programs or vulnerable customer support.

6. Experience establishing payment arrangements.

7. Experience supporting Australian customers.

What We Offer

• Competitive Salary Package
• Paid Training
• Career Growth Opportunities
• Day Shift Schedule
• Supportive Work Environment
• Company Benefits