Job Title: Customer Service Representative – Billing Support

Location: Remote

Employment Type: Full-Time

Schedule: Monday–Friday | EST Hours

About the Role

We are seeking highly adaptable and performance-driven Customer Service Representatives – Billing Support to join a growing operations team. This role is ideal for individuals who thrive in fast-paced, high-volume environments and can maintain accuracy, professionalism, and efficiency under pressure.

As a Billing Support Representative, you will serve as a primary point of contact for customers with billing-related inquiries, account concerns, and payment issues. The role is heavily focused on written communication, including email and chat support, with productivity expectations designed to scale over time as agents gain proficiency.

Candidates must be comfortable working in a KPI-driven environment with evolving production expectations. Successful team members will be expected to manage a high daily workload while maintaining quality and customer satisfaction standards.

While phone support may occasionally be required depending on client needs, the role is primarily centered around email and chat-based customer support.

Key Responsibilities

• Respond to customer inquiries regarding billing discrepancies, invoices, payments, account charges, and general account support via email and chat platforms.
• Deliver accurate, professional, and timely resolutions while maintaining a strong customer experience.
• Investigate and resolve billing issues by coordinating with internal departments and following established procedures.
• Accurately document all customer interactions within CRM and ticketing systems.
• Manage and prioritize a high volume of customer communications in a deadline-driven environment.
• Follow up on unresolved cases to ensure timely completion and customer satisfaction.
• Educate customers on billing processes, payment methods, due dates, and account policies.
• Handle escalated concerns with professionalism, emotional intelligence, and solution-oriented communication.
• Adapt quickly to changing workflows, client requirements, and increasing performance metrics.

Required Skills & Qualifications

• Minimum of 2 years of experience in a BPO, call center, or shared services environment.
• Previous experience handling billing, account support, or financial-related customer concerns is strongly preferred.
• Excellent written and verbal English communication skills.
• Strong adaptability and ability to perform effectively in a high-paced, KPI-driven environment.
• Ability to manage large communication volumes while maintaining accuracy and attention to detail.
• Comfortable navigating multiple systems, CRMs, ticketing platforms, and customer databases simultaneously.
• Strong multitasking, organizational, and time management skills.
• Proven critical-thinking and problem-solving abilities.
• High level of professionalism, patience, and emotional intelligence when handling customer escalations.
• Tech-savvy with the ability to quickly learn new systems and workflows.

Preferred Attributes

• Experience using billing or CRM platforms such as Zendesk or similar systems.
• Strong written communication and typing skills for high-volume email and chat handling.
• Self-motivated with a strong sense of accountability and productivity.
• Comfortable working with increasing KPIs and evolving operational demands.
• Customer retention and conflict-resolution mindset.

Benefits

• Competitive salary and long-term growth opportunities.
• High-performance and collaborative work environment.
• Paid training and continuous support.
• Opportunity for career advancement within a growing organization.
• Exposure to international clients and professional development opportunities.

Pay: Php40,000.00 - Php45,000.00 per month

Application Question(s):

• How many years of experience do you have in a BPO, call center, or customer service environment, specifically handling billing or account-related concerns?
• This role requires handling 200+ emails/chats per day in a fast-paced KPI-driven environment. Are you comfortable working under high productivity expectations while maintaining accuracy and quality?
• What CRM, ticketing, or customer support platforms have you used previously (e.g., Zendesk, Salesforce, Freshdesk, etc.), and how confident are you in multitasking across multiple systems simultaneously?

Work Location: Remote