Customer Service Agent Permanent Full-Time Non-Voice

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

Job summary

Newstel Worldwide is seeking a Customer Service Agent (Non-Voice) to support concert-goers and live event attendees via email from the Philippines. This permanent, full-time role is remote and offers a 40-hour work week with opportunities aligned to client needs.

You will respond to inquiries about tickets, schedules, refunds, transfers, and event information with personalised, empathetic communication, maintaining accuracy under peak seasons.

Qualifications

• Excellent written English with clear and polite tone.
• Strong attention to detail for accurate ticket info handling.
• Empathetic and patient customer interactions.
• Able to learn new tools and processes quickly.
• Maintain professionalism under peak event periods.
• Ability to manage multiple inquiries effectively.

Responsibilities

• Respond to customer inquiries via email regarding tickets, events, refunds, transfers, and schedules.
• Personalise every customer interaction with professionalism and empathy.
• Resolve inquiries accurately following service guidelines.
• Research and provide clear, solution-focused responses.
• Maintain detailed documentation of customer interactions.
• Meet individual and team targets while ensuring high-quality service.
• Adapt to new processes, event updates, and peak-season changes.

Skills

Written English

Attention to detail

Empathy

Fast learner

Multitasking

Professional communication

Job description

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