Customer Service Representative

Pivotl Solutions; Muntinlupa; On-site; PHP 279,000 - 391,000; Full time

Job summary

Pivotl Solutions partners with a cutting-edge EdTech company providing online language learning to customers worldwide. The role sits in the customer support team, focusing on resolving questions, troubleshooting issues, and ensuring service delivery across time zones.

You will work with English as the primary language, with optional Spanish or Portuguese, and contribute to ongoing improvements in support efficiency.

Qualifications

• 3+ years experience as a customer support agent.
• Proficiency in English; Spanish or Portuguese a plus.
• Bachelor's degree in a relevant field.

Responsibilities

• Support the customer support team in meeting standard SLAs and satisfaction ratings.
• Assist customers with inquiries and issues related to our products and services; handle complaints and troubleshoot.
• Execute operational tasks including new customer launches and ongoing program adjustments.
• Brainstorm and support team in executing strategic initiatives to improve support efficiency and quality.
• Carry out other critical activities to support the Product Support Team and operation.
• Be an expert on our customers and partners to guide and manage tickets and questions.

Skills

Customer service

English proficiency

Communication skills

Troubleshooting

Multitasking

Remote collaboration

Spanish/Portuguese (plus)

Education

Bachelor's degree

Tools

Intercom

Asana

Job description

About the company:

Pivotl Solutions is a fast-growing BPO headquartered in the Philippines, providing high-caliber talent across finance, HR, sales, IT, administrative support, and more. We partner with innovative companies around the world to help them scale and operate at peak performance through a culture of growth and empowerment.

About the client:

We are partnering with a cutting-edge EdTech company with global operations whose goal is to transform the delivery of education. The client provides online language learning classes and programs around the world. For that goal, you will operate as a member of the client’s customer support team.

What You’ll Be Doing:

• Support the customer support rep team in meeting standard SLAs and satisfaction ratings while responding to and resolving customer questions and concerns

• Assists customers with inquiries and issues related to Voxy’s products and services. Handling customer complaints and troubleshooting issues with products or services.

• Execution of operational tasks including new customer launches, ongoing program adjustments, and overall service delivery

• Brainstorm and support team in executing strategic initiatives to continue improving support efficiency and quality

• Carry out other critical activities to support the Product Support Team and operation

• Be an expert on our customers and partners in order to provide sound guidance and insight on managing different tickets and questions

• Continue building technical knowledge and serve as an internal reference regarding our products and configurations

What We’re Looking For:

• Well-versed in customer service tools, with a track record of effectively and efficiently responding to various forms of support requests, including email and phone calls.

• A people-person that can exercise diplomacy, tact, and grace under pressure when working through customers issues

• Strong verbal and written communication skills, with expertise in writing concisely

• Ability to troubleshoot complex technical issues

• Demonstrated ability to multi-task while maintaining a strong attention to detail

• Must be patient, amiable, confident and a good listener

• Proficiency in English (Spanish or Portuguese would be a plus)

• Availability to work the same schedule as the current role: 5pm to 2am Philippine time

What Would Be Nice To Have:

• Proficiency in Spanish, Portuguese, Italian, or other languages a plus (can be learned on the job)

• Experience working with Intercom, Asana, and working remotely is a plus

• Interest in language learning or in education-related fields

This position is a match for you if:

• You are passionate about helping people solve problems

• You have an interest in online learning technologies

• You are excited about working with global team with customers around the world

What We Are Looking For

• 3+ years experience as a customer support agent

• Proficiency in English

• People person who exercises diplomacy, tact, and grace under pressure when working through customer issues

• Strong verbal and written communication skills, with a particular expertise in writing simply and concisely

• Has a passion for language-learning (to empathize with our learners!)

• Bachelor's degree in a relevant field

Nice to Have

• Experience working in a growing business environment a plus

• Familiarity with the major customer service tools is a plus

• Customer/learner support experience, ideally in SaaS or e-learning

• Experience with Intercom or similar ticketing tools

Salary

• 25,000 - 35,000 Php depending on experience