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Tier II Customer Service Representative

KMC Solutions
Full-time Cebu City, Gitnang Kabisayaan Other-General
Posted:
March 04, 2026
Location:
Cebu City, Gitnang Kabisayaan, Philippines

Job Description

  1. At least 1 year experience as escalation or L2 CSR:
  2. Currently an L2 or Escal CSR in a medical or healthcare account
  3. Currently an L2 or Escal CSR in a non-medical or healthcare account but had at least 1 year in a medical or healthcare account as an L1 agent prior to becoming an L2.
  4. Financial Dispute Resolution
  5. Investigates and resolves complex billing discrepancies, unexplained charges, and refund requests requiring deeper system audits.
  6. Conflict De‑escalation
  7. Serves as the primary point of contact for handling irate or emotionally distressed customers by applying advanced listening skills and delivering clear, definitive solutions.
  8. Senior Advocacy
  9. Provides courteous and specialized support with senior sensitivity, assisting vulnerable members in navigating financial or technical challenges.
  10. Process Improvement
  11. Utilizes workflow and operational expertise to identify recurring billing issue...

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Job Overview

Job Type: Full-time
Location: Cebu City, Philippines
Posted: March 04, 2026
Deadline: April 13, 2026