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Customer Service Representative (Voice and Non-Voice)

Applicants must be located in the Philippines (Metro Manila)

Please submit all applications to liza@sl-outsourcing.com with your resume and the subject heading Customer Service Representative.

Job Description:

Are you a results-driven individual with a passion for delivering excellent customer service through both voice and non-voice channels? If you thrive in a dynamic, goal-oriented environment and enjoy helping clients resolve their financial situations, we invite you to join us as a Customer Service Representative (Voice and Non-Voice with Collections Background) in the debt resolution industry.

Key Responsibilities:

• Handle inbound and outbound voice calls with clients, creditors, and third parties, addressing inquiries, concerns, and collection-related issues.
• Respond to non-voice channels such as email, chat, and messaging platforms, ensuring prompt and accurate communication with clients.
• Conduct welcome calls to new active clients enrolled in our debt resolution programs.
• Provide regular updates to clients on their account status and progress in both voice and non-voice formats.
• Upload, manage, and update necessary client documents into the database.
• Handle and resolve client concerns, disputes, and requests through both phone and written communication.
• Assign accounts to Legal Negotiators and assist with client communication regarding negotiations and settlements via both voice and non-voice platforms.
• Monitor, record, summarize, and report call and non-voice interaction details to ensure accurate documentation.
• Maintain accurate and up-to-date client accounts and contact data across both internal and web databases.
• Identify and report any irregularities affecting operations to your immediate superior.
• Perform additional duties as assigned by the immediate superior.

Requirements:

• College degree or equivalent customer service experience.
• Minimum of 2 years of experience in U.S. collections, financial accounts, or related fields.
• Familiarity with Salesforce CRM is an advantage.
• Strong verbal and written communication skills in English, with a professional and engaging telephone and written manner.
• Experience handling both voice (calls) and non-voice (email, chat, messaging) interactions.
• B2C collections experience preferred.
• Analytical, detail-oriented, and highly organized.
• Self-motivated, resilient, and persistent in achieving goals.
• Willing to work on-site and in a graveyard shift schedule.
• Proficient in Microsoft Office products (Word, Excel, Outlook).