Customer Service Representative

Worca; Tarlac City, Manila; Híbrido; PHP 223.000 - 402.000; Jornada completa

Descripción de la vacante

Worca is seeking a customer support specialist to assist customers through approved channels—email, chat, or phone—using client guidance to answer questions and resolve issues. You will listen, ask questions to understand problems, and explain products and troubleshooting steps in clear language.

You will record requests and outcomes in the support system, refer complex issues with notes, and keep customers informed with timely follow-ups.

Formación

• Excellent spoken and written English with careful listening.
• Patience and good judgment when a request is unclear or the customer is frustrated.
• Ability to investigate a problem and follow documented procedures.
• Familiarity with email, chat, and tracking support requests.
• Careful handling of customer information and respect for access rules.
• Ability to verify facts and review AI-assisted replies before use.

Responsabilidades

• Support customers via email, chat, or phone using client guidance.
• Listen, ask questions, and understand problems to provide accurate solutions.
• Explain products, services, and troubleshooting steps clearly.
• Record requests and outcomes in the support system.
• Escalate complex issues with complete notes to the right team.
• Keep customers informed and follow up on unresolved requests.
• Identify recurring problems and suggest improvements to guidance.

Conocimientos

Clear English

Active listening

Patience

Investigate problems

Email and chat proficiency

Data handling

AI-assisted replies review

Herramientas

Email systems

Chat platforms

Support ticketing system

Descripción del empleo

Support a client’s customers through approved channels, such as email, chat, or phone. Use the client’s guidance to answer questions and resolve issues.

• Listen to customers and ask questions to understand the problem.
• Explain products, services, and troubleshooting steps in clear language.
• Record requests, actions, and outcomes in the client’s support system.
• Refer complex or sensitive issues to the right team with complete notes.
• Keep customers informed and follow up on unresolved requests.
• Report recurring problems and suggest improvements to support guidance.

What good work looks like

Customers receive accurate answers and clear next steps. Your records help the team resolve issues and improve future support.

SKILLS AND JUDGMENT

What you bring

• Clear spoken and written English, with careful listening skills.
• Patience and good judgment when a customer is frustrated or a request is unclear.
• Ability to investigate a problem and follow documented procedures.
• Working knowledge of email, chat, and systems for tracking support requests.
• Careful handling of customer information and respect for access rules.
• Ability to check facts and review AI-assisted replies before use.

WORK WE CAN DISCUSS

Show your ability

• A sample response to a customer question or complaint, with private information removed.
• An example of a problem you resolved or referred to another team, including your reasoning and follow-up.
• Your method for tracking open requests and checking that the customer received a useful answer.

Remove private client information from samples. You can explain confidential work through a private walkthrough without sharing protected material.

KNOW WHAT TO EXPECT

Working conditions

Location Pampanga and Tarlac assignments are onsite at Worca HQ or campus. Manila remote assignments include monthly events, usually near BGC or Makati.

Schedule Assignments may follow local or US working hours. The team confirms weekly hours, shift times, and location for each assignment.

Compensation Compensation and engagement terms depend on the assignment. The team confirms the details before you accept.

Availability These descriptions cover roles in our talent community. Applying does not guarantee an immediate opening, acceptance, employment, or placement.