Customer Service Representative

We are looking for a professional and client-focused Select Customer Service Representative to join our BPO team, supporting premium client accounts. This role requires a high level of attention to detail, empathy, and problem-solving skills to deliver exceptional customer service experiences.

As a Select Customer Service Representative, you will be responsible for handling more complex or high-value customer interactions, providing support across voice, email, and chat channels. You’ll act as a key point of contact for customer queries, complaints, and requests, ensuring timely and accurate resolution while maintaining service excellence.

Why Work With Ryoss?

We believe great people deserve great support, on and off the clock. When you join Ryoss, you get more than just a job. You get:

• Career Growth Support: Scholarships, mentorships, personalised career planning, and free access to our online learning hub. We even co-fund training with our clients.
• Well-Being First : Gym or wellness allowance, mental health support, comprehensive medical cover (with family options), and a range of insurances to protect your future.
• Lifestyle Perks: Monthly Grab card for transport and dining, home internet backup, entertainment discounts, birthday gifts, and wellness reimbursements.
• Flexible, Supportive Culture: Wellness leave and a positive environment where your growth and happiness actually matter.

We work hard to create a culture that feels like family, supportive, respectful, and fun. You’ll work with great clients, do meaningful work, and be part of a team that’s here for the long haul. At Ryoss, we’re building a workplace that works for real life. Come grow with us.

Key Responsibilities:

• Handle customer enquiries via phone, email, and chat in a courteous, timely, and professional manner.
• Resolve customer concerns with a focus on first-contact resolution and customer satisfaction.
• Maintain detailed and accurate records of all interactions in the CRM or ticketing system.
• Escalate issues where necessary and follow up to ensure complete resolution.
• Develop strong product and service knowledge to confidently assist customers.
• Adhere to client-specific processes, scripts, and service level agreements (SLAs).
• Participate in training sessions and regular quality reviews to maintain performance standards.
• Build positive rapport with customers and contribute to a supportive team environment.

• Bachelor’s degree or completed tertiary education preferred.
• Minimum 1–2 years of customer service experience, ideally within a BPO or contact centre setting.
• Excellent verbal and written English communication skills.
• Proven ability to handle customer concerns calmly and professionally.
• Strong computer literacy and ability to work with CRM, ticketing, and knowledge base systems.
• High level of empathy, patience, and active listening skills.
• Flexibility to work shifts, weekends, and holidays as required by client rosters.
• Previous experience supporting high-value or VIP customers is an advantage.