Customer Service Representative (G)

Helpware; Cebu City; On-site; PHP 240,000 - 420,000; Full time

Job summary

Helpware in Cebu City is seeking a Customer Service Representative to join our growing Philippines team. You will engage customers via email and chat, explain technical concepts clearly, and resolve issues with patience and care.

Strong English and a customer-first mindset are essential for success. You will balance independent work with team collaboration, manage multiple tasks across systems, and help ensure a smooth, satisfying customer experience while meeting deadlines in a fast-paced

Qualifications

• Fluent spoken and written English (C1 level).
• Minimum 1 year professional customer service experience or equivalent.
• Experience supporting customers via e-mail and/or chat.
• Passion for customer service and ownership of the customer experience.
• Able to tailor communication to different audiences and work independently.
• Organized and detail-oriented with pattern recognition.
• Thrive in a team with shared knowledge and feedback.
• Solution- and satisfaction-driven, able to discern when to provide compensation.

Responsibilities

• Assist customers by e-mail and chat, guiding them through technical issues.
• Analyze, isolate, and resolve a variety of complex inquiries.
• Provide an incredible customer experience and high-quality support.
• Coordinate with teammates to improve support processes.

Skills

English C1

Customer service

Communication

Time management

Independent work

Team collaboration

Problem solving

Tools

Zendesk

Freshdesk

ServiceDesk

Office 365

Job description

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