Customer Service Representative

Job description

About the Job: The Customer Service Representative is responsible for delivering outstanding support to clients by addressing inquiries, resolving concerns, and providing accurate information in a timely and professional manner. This role ensures a positive customer experience by upholding FGC+ service standards and contributing to the efficiency of daily operations. What You'll Do: Respond to customer inquiries via phone, email, chat, or ticketing systems. Provide clear, accurate, and timely information about products, services, and account concerns. Troubleshoot issues, escalate complex cases, and coordinate with internal teams to ensure resolution. Document interactions and maintain accurate, up-to-date customer records. Meet performance metrics including response time, customer satisfaction, and quality standards. Deliver exceptional service while maintaining a professional and customer-centric attitude. Identify opportunities to improve service processes and share customer insights with leadership. Uphold company policies, confidentiality standards, and FGC+ core values. What You'll Bring: At least a senior high school graduate (K-12), associate degree, or bachelor’s degree in any field. Excellent English communication skills—both verbal and written. Strong active listening skills and the ability to handle customer concerns professionally. BPO or customer service experience is an advantage but not required for entry-level roles. Proficiency in using computers, including typing, navigating systems, and multitasking across tools. Ability to work in a fast-paced environment and manage high-volume interactions. Strong problem-solving and critical-thinking abilities. Willingness to work on shifting schedules, including nights, weekends, and holidays, depending on account needs. Demonstrates professionalism, empathy, and a customer-first mindset. Ability to start immediately is a plus. What we have to offer: A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands. A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally A market competitive total compensation/rewards package including: Day 1 HMO Competitive pay including incentives and generous allowances Payment of all statutory government benefits 25 days of annual paid leave some days are convertible to cash 13 th month pay Onsite medical support Employee Engagement Events Employee Referral Program Skills, training for personal and professional development A million possibilities are waiting to be ignited. Click "Apply Now"! About FGC+ #SparkSuccess at FGC+! Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication. Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success. Here, you are more than just an employee —you are part of a team where you can truly thrive and make a difference.