Customer Service Representative

remoting.work; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

remoting.work in the Philippines is seeking a highly organized Customer Service Representative to deliver frontline support, troubleshoot inquiries, and maintain outstanding service quality in a fast-paced, process-driven environment.

You will communicate across email, chat and phone, document interactions precisely in the CRM, follow SOPs, and escalate complex issues with complete context while maintaining empathy and accuracy.

Qualifications

• Bachelor's degree is required.
• 2–4 years of intermediate-level experience in customer support, customer success, or helpdesk environments.
• Proven track record of working independently in structured, metrics-driven environments.
• High School Diploma or equivalent required; Associate or Bachelor’s degree preferred.

Responsibilities

• Deliver prompt, professional, and empathetic support across multiple channels (email, chat, phone).
• Diagnose, investigate, and troubleshoot customer issues using SOPs and available system tools.
• Log all customer interactions, case details, and resolution steps with high precision in the CRM.
• Meet and exceed KPIs including response times, resolution rates, and quality scores.

Skills

CRM software

Ticketing tools

MS Office

Google Workspace

Education

Bachelor's degree

High School Diploma

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Job Overview

We are seeking a highly organized and detail-oriented Customer Service Representative to deliver exceptional frontline support, accurately troubleshoot and resolve customer inquiries, and maintain outstanding service quality in a structured, fast-paced, and process-driven environment.

Ideal Candidate

You are a self-directed, detail-obsessed professional with a zero-error mindset who thrives in an autonomous, process-oriented setting. You pair natural empathy with sharp analytical thinking to solve customer problems quickly and accurately while maintaining meticulous documentation.

Key Responsibilities

Customer Communication & Engagement

• Deliver prompt, professional, and empathetic support across multiple communication channels (email, chat, phone).
• Active listening and clear communication to understand customer needs and provide clear, actionable guidance.
• Maintain a high standard of customer satisfaction through positive and transparent interactions.

Issue Resolution & Troubleshooting

• Diagnose, investigate, and troubleshoot customer issues using critical thinking and available system tools.
• Resolve inquiries efficiently by following established standard operating procedures (SOPs).
• Escalate complex or critical technical problems to appropriate internal teams with comprehensive context.

Accurate Documentation & Quality Assurance

• Log all customer interactions, case details, and resolution steps with high precision in the CRM.
• Ensure strict adherence to company guidelines, compliance standards, and zero-error tolerances.
• Update internal knowledge bases and contribute feedback to improve ongoing support processes.

Multitasking & Workflow Management

• Prioritize and manage a high-volume queue of open support tickets autonomously.
• Meet and exceed key performance indicators (KPIs) including response times, resolution rates, and quality scores.
• Balance concurrent customer inquiries effectively without compromising data integrity or customer experience.

Skill Sets Required / Preferred

Technical Skills

• Proficiency with CRM and helpdesk ticketing software (e.g., Zendesk, Salesforce Service Cloud, Freshdesk).
• Strong data entry skills with an emphasis on accuracy and speed.
• Familiarity with knowledge base management tools and standard office productivity suites (e.g., Microsoft Office, Google Workspace).

Soft Skills

• Exceptional written and verbal communication.
• High degree of empathy and emotional intelligence.
• Structured problem-solving and critical thinking.
• Strong multitasking, time management, and self-direction.
• Meticulous attention to detail and process adherence.

Experience & Education

• Bachelor's degree is required.
• 2–4 years of intermediate-level experience in customer support, customer success, or helpdesk environments.
• Proven track record of working independently in structured, metrics-driven environments.
• High School Diploma or equivalent required; Associate or Bachelor’s degree preferred.