CUSTOMER SERVICE REPRESENTATIVE

This is the start of my journey in a BPO company:

EXECUTIVE OPERATIONS, OPERATIONS 2011-2012

Aegis People Support in Makati City (Now Closed)

Aegis People Support Center (BPO Company)


Closed – No more Aegis in the Phil. sold to Teleperformance

Ayala Ave. cor. Sen. Gil Puyat, Makati City, Philippines

Account: Globe Telecom (Telco Company in the Philippines) Local Account


  • A typical work in a call center company. I worked with the team and a Team Leader.
  • Answering inbound calls from customers in the Philippines about the services and plans of the account.
  • Providing details of the subscriptions of the customers and options if they want to upgrade.
  • Responsible for changing their phone number if needed.
  • Apologize and be responsible for making the customers feel better (if there’s a problem with their calls.)
  • Offer the latest phone along with the Globe plans.
  • Doing some basic troubleshooting (BTS) for the customers if there’s a technical problem before transferring the call to the Tech Department.
  • Daily meeting for the updates and questions of the team.

It is a local account (Philippine company) to which I can speak Tagalog language to help them with their concern about the plan they are subscribed to. But if the customer speak English, we need to make sure that we adhere to the policy of speaking in English.

Then, I decided some change. I need to learn how Americans talk:

Teleperformance (BPO Company)

Greenfield Disctrict United St. Mandaluyong City, Philippines

Account: Virgin Mobile USA VMU (Telco Company in USA)


  • A typical work in a call center company. I worked with the team and a Team Leader.
  • Answering inbound calls from customers in the Philippines about the services and plans of the account.
  • Providing details of the subscriptions of the customers and options if they want to upgrade.
  • Responsible for changing their phone number if needed.
  • Apologize and be responsible for making the customers feel better (if there’s a problem with their calls.)
  • Offer the latest phone along with the VMU Service
  • Doing some basic troubleshooting (BTS) for the customers if there’s a technical problem before transferring the call to the Tech Department.
  • Weekly meeting for the updates and questions of the team.
EXECUTIVE OPERATIONS, OPERATIONS 2011-2012

After some months, I look for a company near and I found Transcom and work for this company with the same position: Customer Service Representative for a Shipping Courier in US.

Transcom (BPO Company)

Frontera Verde Pasig City, Philippines

Account: UPS (United Parcel Service – USA)


  • A typical work in a call center company. I worked with the team and a Team Leader.
  • Answering inbound calls from customers in the USA about the status of their packages.
  • Giving directions on how to do some returns.
  • Guide them with the process of the shipments.
  • Apologize and be responsible for making the customers feel better (if there’s a delay.)
  • At least 10-20 minutes meeting after every shift to discuss the biggest issue the team faced/ received.
CUSTOMER SERVICE REPRESENTATIVE

This is my last call center job I attended.


Well, all job requires attentiveness to what the customers are saying and what more challenging part is if they have issues that you can’t fix and all you have to do is raise their concern and apologize.