November 14, 2019

HUMAN RESOURCE DEPARTMENT

PILIPINASTELESERV INC
4th floor San Diego Bldg
Carlos Palanca St., Quiapo Manila
(02) 8737-1234
To whom it may concern:

This is to certify that Ms. Bea Joy M. Lozada is a Customer Care Officer at PilipinasTeleserv, Inc.
and performs the following Actual Duties and Responsibilities:

 Serves customers by providing product and service information and resolving product and
service problems.

 Provide accurate, valid and complete information by using the right methods/tools.

 Keep records of customer interactions and file documents.

 Handle customer complaints, provide appropriate solutions and alternatives within the
time limits; follow up to ensure resolution.

 Build sustainable relationships and trust with customer accounts through open and
interactive communication.

 Responding promptly to customer inquiries, ensure customer satisfaction and provide

professional customer support.

 Providing feedback on the efficiency of the customer service process.

 Meet personal/customer service team targets.

 Work with the management team to stay updated on product knowledge and be
informed of any changes in company policies.

This certification is issued upon the request of Ms. Bea Joy Lozada for whatever legal purpose it
may serve.
Attached to this certification of actual duties and responsibilities is a copy of my employee
identification as Customer Service Officer.

Signed by: __________________________

__________________________
(Position)
November 15, 2019

USEC. FERDINAND B. CUI JR.

Acting Head, Presidential Management Staff
10th Floor PMS Building Arlegui Street
San Miguel Manila, 1005 Metro Manila

SIR:

Greetings!

As required by your honorable office, I am forthwith attaching a copy of my actual duties and
responsibilities as Customer Service Officer of Pilipinas Teleserv, a copy of which I showed to my manager
and was later referred to the Human Resource Department for their approval.

Last November 12,2019, I immediately informed my supervisor Ms. Emilia Costales and requested for a
copy of my actual duties and responsibilities and thereafter she told me told me that my request for a
copy of actual duties and responsibilities will be referred to my shift manager.

The following day November 13, 2019, I receive a text message from your honorable office, I immediately
informed my manager about securing a copy of my actual duties and responsibilities and she told me that
she will look on to the matter and see if a copy of my request for my actual duties and responsibilities it
is not covered by the Data Privacy Act.

On November 14, 2019, I showed a printed copy of my actual duties and I was then referred by my
manager Ms. Rochelle Mallari to the Human Recourse Department.

A printed copy of my actual duties and responsibilities which I showed to her is attached here with this
letter together with my employee identification.

The Human Resource Department told me that I need to furnish their office, a written request coming
from your honorable office, for the issuance of a copy of my actual duties and responsibilities, before they
can grant my request for a copy of my actual duties and responsibilities as customer service officer.

Based on the foregoing, I most respectfully pray from your honorable office a written request that I will
submit to the Human Resource Department of Pilipinas Telerserv so that they may approve/issue a copy
of my actual duties and responsibilities as customer service officer.

Most respectfully yours,

BEA JOY M. LOZADA
Applicant