Customer Service Representative

Job Summary

The Customer Service Representative handles inbound and outbound interactions with customers of a global client through phone, email, and chat. The role is the customer's first point of contact and is accountable for resolving issues within defined service levels, escalating when needed, and maintaining accurate records in the client's systems. This position operates on a graveyard shift to align with US client business hours.

Primary Job Responsibilities

• Handle inbound calls, emails, and chats with the patience and clarity that the client's customers expect
• Resolve customer inquiries within agreed service levels and document each interaction in the client's CRM
• Escalate complex issues to senior agents, team leads, or specialist queues with full context
• Meet and exceed client KPIs covering Average Handle Time, First Call Resolution, Customer Satisfaction, and Quality scores
• Participate in team huddles, training, and quality calibration sessions to keep skills sharp
• Maintain accurate, audit-ready notes on every customer interaction
• Build product and account knowledge through ongoing learning and refresher training
• Follow Contour and client policies, procedures, and compliance requirements at all times

Qualifications

• High school graduate, college level, or college graduate (any course)
• At least 1 year of BPO or customer service experience
• Excellent English communication, both verbal and written
• Comfortable working a fixed graveyard shift aligned to US business hours
• Tech-savvy: comfortable navigating multiple systems simultaneously (CRM, ticketing, knowledge base)
• Strong attention to detail and problem-solving skills
• Willing to work onsite at our Iloilo City office
• Bonus: Prior experience on a US healthcare, retail, e-commerce, SaaS, or financial services account
• Bonus: Familiarity with Salesforce, Zendesk, Freshdesk, or similar CRM tools
• Bonus: Bilingual (Spanish, French, or other European language)
• Bonus: Fresh graduates with internship or part-time customer-facing experience are welcome to apply

Benefits

• HMO from Day 1 (employee + 1 dependent)
• 13th Month Pay (Philippine labor law)
• Night shift differential per Philippine labor law
• 10 paid Service Incentive Leave + 5 Sick Leave days per year
• Office-based in Iloilo with dual-ISP internet and battery backup
• Paid training and ongoing skill development