Customer Service Agent (Permanent | Full-Time | Non-Voice)

Newstel GmbH; Quezon City; Remote; PHP 335,000 - 558,000; Full time

Job summary

Newstel GmbH is seeking a Customer Service Agent (Non-Voice) to support concert-goers and event attendees via email. The role is remote and open to candidates in the Philippines, with a 40-hour weekly schedule and a permanent, full-time arrangement.

You will respond to inquiries about tickets, refunds, transfers, schedules, and venue information, delivering personalised, empathetic responses while meeting KPIs for CSAT and quality.

Qualifications

• Currently not employed and not enrolled in school.
• Full availability to work a 40-hour weekly schedule.
• Excellent written English communication skills.
• Strong attention to detail and ability to write personalised responses.
• Quick learner who can adapt to new tools and processes.
• Empathetic, patient, and customer-focused.
• Able to manage multiple inquiries while maintaining accuracy and quality.
• Previous customer service or email support experience is an advantage, but not required.

Responsibilities

• Respond to customer inquiries via email only regarding concerts, live events, tickets, schedules, venue information, refunds, and general event-related concerns.
• Personalise every customer interaction while maintaining professionalism and empathy.
• Resolve customer concerns efficiently and accurately in accordance with established service guidelines.
• Research customer concerns and provide clear, solution-focused responses.
• Maintain detailed and accurate documentation of customer interactions.
• Meet individual and team performance goals while ensuring a high-quality customer experience.
• Adapt quickly to new processes, event updates, and changing customer needs during peak seasons.

Skills

Excellent written English

Attention to detail

Personalised responses

Quick learner

Empathetic

Multitasking

Job description

Remote – Open to candidates in the Philippines

Full-Time | Permanent

Opportunities vary depending on client needs

UseYour Own Device

Join our Events Support Team and help create exceptional customer experiences for concert-goers and other live event attendees. As a Customer Service Agent (Non-Voice), you will assist customers via email with timely, accurate, and personalised support for inquiries about ticket purchases, event schedules, venue information, refunds, transfers, cancellations, and other event-related concerns.

This is a permanent, full-time position ideal for individuals who are adaptable, customer-focused, and thrive in a fast-paced environment during peak event seasons.

What You’ll Do

• Respond to customer inquiries via email only regarding concerts, live events, tickets, schedules, venue information, refunds, and general event-related concerns.
• Personalise every customer interaction while maintaining professionalism and empathy.
• Resolve customer concerns efficiently and accurately in accordance with established service guidelines.
• Research customer concerns and provide clear, solution-focused responses.
• Maintain detailed and accurate documentation of customer interactions.
• Meet individual and team performance goals while ensuring a high-quality customer experience.
• Adapt quickly to new processes, event updates, and changing customer needs during peak seasons.

What You Bring

• Currently not employed and not enrolled in school, with full availability to work a 40-hour weekly schedule
• Excellent written English communication skills
• Strong attention to detail and ability to write personalised responses
• Quick learner who can adapt to new tools and processes
• Empathetic, patient, and customer-focused
• Able to manage multiple inquiries while maintaining accuracy and quality
• Previous customer service or email support experience is an advantage, but not required

Performance Metrics (KPIs)

Success in this role will be measured through:

• Customer Satisfaction (CSAT): Deliver positive customer experiences through empathetic and effective support
• Quality: Maintain accuracy, professionalism, and compliance with communication standards
• Productivity: Meet expected email handling and response targets while maintaining service quality