Customer Service Representative

Support Zebra; Cagayan de Oro; On-site; PHP 201,000 - 279,000; Full time

Job summary

Support Zebra in the Philippines is seeking a customer support agent to assist buyers with product inquiries, order and logistics concerns, and after-sales service via Live Chat. You will provide accurate, efficient, and customer-focused support while meeting productivity, quality, customer satisfaction, and attendance standards.

Responsibilities include handling inquiries across SEA/LATAM markets, communicating professionally in English, following CBSCS processes, managing multiple chats, and

Qualifications

• 1+ year of BPO experience across voice, chat, and email.
• Clear, professional, and fact-based communication.
• Sound judgment and practical decision-making.
• Ability to follow processes with attention to detail.
• High accountability with reliable task follow-through.
• Open to feedback and continuous improvement.
• Experience in financial or collections support is a plus.

Responsibilities

• Handle buyer inquiries primarily through Live Chat.
• Provide accurate information on products, logistics, and orders.
• Assist with pre-sale inquiries and shopping guidance.
• Support customers across SEA and LATAM markets.
• Communicate professionally in English and use translation tools when assisting local markets.
• Manage multiple concurrent chats with quality and accuracy.
• Follow workflows, escalation procedures, and service guidelines.
• Maintain documentation of customer interactions and attendance.

Skills

BPO experience

Live chat support

Verbal communication

Written communication

English proficiency

Attention to detail

Accountability

Problem solving

Job description

JOB SUMMARY:

The role is responsible for assisting buyers with product inquiries, order and logistics concerns, after-sales support, pre-sale inquiries, and general shopping assistance.

Agents are expected to provide accurate, efficient, and customer-focused support while meeting

established productivity, quality, customer satisfaction, and attendance standards.

Key Responsibilities:

• Handle buyer inquiries primarily through Live Chat.
• Provide accurate information regarding:
  • Products and product-related inquiries
  • Logistics and order status
  • Pre-sale inquiries and shopping assistance
  • After-sales concerns
  • Other general customer service inquiries
• Understand the customer's concern and provide the appropriate resolution based on established CBSCS processes and SOPs.
• Support customers across assigned SEA and/or LATAM markets.
• Communicate professionally in English and utilize the client's system-supported translation capability when assisting customers in local markets.
• Manage multiple concurrent chat conversations while maintaining response quality and accuracy.
• Follow approved workflows, escalation procedures, and service guidelines.
• Properly escape customer concerns that require additional support or intervention.
• Maintain accurate documentation of customer interactions as required.
• Maintain reliable attendance and schedule adherence to support daily operational coverage.
• Protect customer and company information and comply with applicable data privacy, information security, and confidentiality requirements.

Qualifications:

• At least 1 year of experience in BPO, including voice, chat, and email support
• Strong verbal and written communication skills that are clear, professional, and fact-based (non-negotiable)
• Demonstrates sound judgment and practical decision-making in real-world situations
• Ability to follow established processes and maintain attention to detail without cutting corners
• High level of accountability with consistent follow-through on tasks and responsibilities
• Coachable and open to feedback, with a willingness to continuously improve
• Experience in financial or collections support is an advantage