Customer Service Representative
Remote · Philippines
Job Summary
Customer Service Representative (CSR) to handle high-volume inquiries across phone, email, live chat, social channels, and ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud). Responsibilities include resolving issues quickly, prioritizing 50–100 daily tickets, maintaining accurate case notes, updating knowledge bases, and escalating complex issues to Tier 2. Focus on first-contact resolution, empathy-driven customer communication, and adherence to SLAs/KPIs (CSAT, NPS). Collaborative work with Product, Engineering, and Operations to improve support workflows; remote role with US client business hours and flexibility for evenings/weekends. Requirements include 1–2 years in customer support or call-center environments, strong written and verbal English, proficiency with Google Workspace and Microsoft Office, and experience with ticketing tools; multilingual capability and SaaS/E-commerce/Healthcare/Finance exposure are a plus. The role emphasizes high-volume, structured support, KPI visibility, and opportunities for growth into senior CX roles.
Required Qualifications
- 1–2 years in Customer support or related roles
- Experience with Zendesk, Freshdesk, Salesforce Service Cloud
- Strong typing and multitasking
- Proficiency in Google Workspace and Microsoft Office
- Excellent written and verbal English communication
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