Customer Service Representative (G)

Helpware Inc.; Cebu City; On-site; PHP 300,000 - 480,000; Full time

Job summary

Helpware Inc. is looking for a Customer Service Representative to join our Philippines team in Cebu City. You’ll handle email and chat interactions, solve problems, and guide customers through technical issues with clear, friendly communication.

Ideal candidates have strong English skills (C1 or higher), at least one year in customer service, and a passion for delivering outstanding customer experiences. You’ll work independently in a fast-paced environment while collaborating with teammates for

Qualifications

• Fluent English with strong written and verbal communication.
• At least 1 year of professional customer service or equivalent.
• Experience supporting customers via e-mail and/or chat.
• Ability to tailor communication to different audiences and manage multiple inquiries.
• Self-motivated, organized and detail-oriented in a fast-paced environment.
• Team-oriented with willingness to share knowledge and feedback.

Responsibilities

• Provide email and chat support to customers.
• Diagnose and resolve technical issues and guide users to solutions.
• Explain steps clearly and patiently, building positive customer relationships.
• Prioritize and manage multiple inquiries to meet timelines.
• Deliver excellent customer experience and ownership of case resolution.

Skills

English proficiency

Customer service

Email support

Communication adaptability

Time management

Team collaboration

Problem solving

Tools

Zendesk

Freshdesk

Office 365

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