The rise of customer service jobs in the Philippines has been a noteworthy trend over the past two decades. The Philippines has emerged as a key player in the global customer service and business process outsourcing (BPO) industry. This growth is driven by a combination of factors, including the globalization of businesses, strategic advantages, cost efficiencies, and government support.

Customer service is an industry that relies heavily on the emotional quotient (EQ) to deliver effective results. For customer service representatives, knowledge of the process and the brand is a definite must. However, EQ is of greater importance because it defines the way this knowledge is packaged to help customers. EQ is the human ability to recognize emotions, label them appropriately, and use this information to guide thoughts or actions.