Customer Service Representative (G)

Helpware Inc.; Cebu City; On-site; PHP 201,000 - 312,000; Full time

Job summary

Helpware Inc. is expanding its Philippines team and seeks a Customer Service Representative specialized in email and chat support. You will engage with customers, guide them through technical solutions, and deliver an outstanding experience across channels.

You’ll apply strong written and spoken English, handle inquiries efficiently, and coordinate with teammates to resolve complex issues. Prior experience in ecommerce support and familiarity with helpdesk tools like Zendesk or Freshdesk are a

Qualifications

• Strong in spoken and written English (C1)
• Minimum 1 year professional customer service experience or equivalent customer facing role
• Experience supporting customers via email and/or chat
• Passion for customer service and ownership of the customer experience including comprehensive issue resolution
• Able to tailor communication to different audiences
• Able to self-manage and work independently in a fast-paced, 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, able to discern when to provide compensation
• Plus: Knowledge of Office 360; Zendesk, ServiceDesk or Freshdesk; typing speed of 40 WPM; ecommerce experience

Skills

English (C1)

Customer service

Communication

Time management

Multitasking

Issue resolution

Tools

Zendesk

Freshdesk

ServiceDesk

Office 360

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