Customer Service Representative

Helpware; Philippines; On-site; PHP 268,000 - 469,000; Full time

Job summary

Helpware is seeking a Customer Service Representative (Email and Chat) in the Philippines. The role focuses on delivering excellent customer experiences while guiding users through technical issues and product questions.

You will engage with customers via email and chat, maintain calm, professional communication, and resolve problems efficiently. The ideal candidate has at least 1 year of customer service experience, strong English (C1), and a proven ability to work independently in a fast-paced

Qualifications

• Minimum 1 year professional customer service experience.
• Experience supporting customers via e-mail, and/or chat.
• Strong spoken and written English (C1).
• Ability to manage multiple tasks and prioritize effectively.
• Comfort navigating a technical environment and explaining solutions clearly.

Skills

Customer service experience

English proficiency

Email support

Chat support

Communication skills

Independence / self-management

Organization

Tools

Zendesk

ServiceDesk

Freshdesk

Job description

Customer Service Representative (Email and Chat)

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Philippines team is growing and we're looking for Customer Service Representatives to join us.

Position Summary:

If you’re a problem solver and have ease in connecting with customers, this is the role for you!

You exceed their expectations with your guidance, knowledge, and real passion for technology.

You’re enamored by the way things operate, and have the ability to figure out how technology works when things go wrong. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You can multitask across systems and applications, analyze, isolate and resolve a variety of complex technical issues, and comfortably navigate a technical environment. You effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual customer. You’re not only here to help fix technical issues, but also provide an incredible customer experience.

Communication Skills:

• You are strong in spoken and written English (at least C1)
• Minimum 1 year professional customer service experience o equivalent customer facing role

• Experience supporting customers via e-mail, and/or chat

• Passion for customer service and ownership of the customer experience including comprehensive issue resolution
• Able to effectively tailor communication and style to different audiences
• Able to self manage and work independently in a fast-paced, constantly changing environment
• Organized and detail-oriented, able to recognize patterns
• Thrives on a team where expertise is shared and feedback is welcomed
• Solution and satisfaction driven, being able to discern when to provide compensation

Plus, but not required:

• Knowledge of Office 360
• Experience with Zendesk, ServiceDesk or Freshdesk
• Able to meet minimum typing speed of 40 WPM while chatting with customers
• Interested in ecommerce with possible previous experience in leading ecommerce clients