Customer Service Representative (G)

Helpware; Cebu City; On-site; PHP 201,000 - 268,000; Full time

Job summary

Helpware in the Philippines is seeking a Customer Service Representative to handle email and chat inquiries, guiding customers with knowledge and a passion for technology to deliver an excellent experience.

You will troubleshoot a variety of issues, explain steps clearly, and adapt your communication to each customer. Strong English skills (C1) and at least one year in customer service are required, with familiarity in email/chat support and office tools a plus.

Qualifications

• Strong in spoken and written English (C1).
• At least 1 year of professional customer service or equivalent customer-facing experience.
• Experience supporting customers via email and/or chat.
• Ability to tailor communication to different audiences and to work independently in a fast-paced environment.
• Excellent problem-solving and ownership of customer experience, including issue resolution.

Responsibilities

• Handle customer inquiries via email and chat to provide guidance and resolve issues.
• Explain steps clearly and patiently to customers, offering an outstanding customer experience.
• Navigate a technical environment and collaborate with teammates to address complex issues.

Skills

English (C1)

Customer service (1y)

Email & chat support

Communication skills

Independent work

Tools

Office 365

Zendesk

ServiceDesk

Freshdesk

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