SITE: Rockwell, Pasig

WORK SETUP: Onsite

SHIFT SCHEDULE: Night Shift

TARGET START DATE: October 5, 2026

SALARY RANGE: ₱35,000 – ₱45,000

Role Overview

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers, including Remote Customer Service. Providing customer service and support via phone, online chat, or text including: call center-based customer support in response to a high volume of low-complexity inquiries; customer issue analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries. Distribution Center Customer Service performed in a distribution center, product returns/repair center, or field walk-in customer service facility, including acting as liaison between customers, production and distribution departments related to specific customer orders. Providing technical and non-technical customer support in a walk-in service center.


Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities, typically working according to set principles. Usually generates and initiates own workload and doesn't need instructions or guidelines. Might supervise the work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes. Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities, focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.


Key Responsibilities

Manage and oversee day-to-day operations of a customer service team


Supervise and lead a team of individual contributors


Handle customer concerns and escalations


Monitor KPIs and performance metrics


Provide coaching and performance feedback


Identify process gaps and implement improvements


Ensure compliance with client requirements and internal policies


Resolve operational and customer issues within a defined scope


Qualifications

At least 2–3 years of leadership/supervisory experience in a BPO/customer service environment – required


Must have Travel/Hospitality account experience or relevant Travel background within a BPO environment – required


Strong experience in customer service operations, handling customer concerns and escalations


Proven experience leading and managing a team of individual contributors


Knowledge of KPI management, performance monitoring, coaching, and process improvement


Able to manage day-to-day operations and resolve operational/customer issues within a defined scope


Demonstrated ability to identify process gaps and implement improvements


Strong communication, coaching, and problem-solving skills


Willing to work onsite in Rockwell, Pasig


Willing to work on a night shift


Available to start October 5, 2026