Job Description
Synchrony is a leading provider of financial services solutions, dedicated to delivering exceptional customer experiences. We are currently building a talent pool for Customer Service Representatives in our Cebu City office to support our growing client base.
As a Customer Service Representative (Pooling), you will be the first point of contact for our customers, handling inquiries via phone, email, and chat, resolving issues efficiently, and providing accurate information about our products and services. You will document interactions in our CRM system, follow up on pending cases, and escalate complex matters to the appropriate teams when needed.
We offer a competitive salary package ranging from ₱20,000 to ₱30,000 per month, plus performance‑based incentives, comprehensive paid training, and clear pathways for career advancement into senior support or specialist roles. Synchrony fosters a supportive workplace culture that values teamwork, continuous learning, and work‑life balance, with flexible shift options and wellness programs to help you thrive both personally and professionally.
Additional benefits include health insurance, HMO coverage, paid vacation and sick leaves, holiday pay, and access to employee assistance programs. Synchrony also recognizes outstanding performance through awards, bonuses, and internal recognition schemes.
Responsibilities
- Handle inbound customer inquiries via phone, email, and live chat in a timely and courteous manner.
- Accurately record customer interactions, complaints, and resolutions in the CRM system.
- Provide product information, troubleshoot basic issues, and guide customers through service processes.
- Identify and escalate complex or unresolved cases to appropriate specialized teams.
- Follow up on pending requests to ensure timely closure and customer satisfaction.
- Participate in ongoing training sessions and team meetings to stay updated on product changes and service standards.
Qualifications
- High school diploma or equivalent; college degree or relevant coursework is a plus.
- Minimum 6 months experience in a customer service, call centre, or BPO environment (fresh graduates with strong interpersonal skills are welcome).
- Excellent verbal and written communication skills in English; proficiency in Cebuano or Tagalog is advantageous.
- Strong problem‑solving abilities and a patient, empathetic attitude toward customers.
- Basic computer literacy, including familiarity with CRM software, MS Office, and typing proficiency.
- Ability to work flexible shifts, including evenings, weekends, and holidays as required by business needs.