Customer Service Representative (Local-Non Voice)

Asticom Technology Inc; Quezon City; On-site; PHP 223,000 - 357,000; Full time

Job summary

Asticom Technology Inc. in Quezon City, Metro Manila seeks a dedicated Customer Service Representative (Local-Non Voice) on a contract basis. You will handle email, chat, and ticketing support to maintain high customer satisfaction and loyalty.

You will resolve inquiries, document issues, and collaborate with teams to ensure accurate, timely responses while upholding quality standards and professional communication.

Qualifications

• Proven experience in customer service or support, preferably in non-voice channels.
• Excellent written communication skills with attention to grammar and detail.
• Ability to multitask and manage multiple inquiries without quality loss.
• Comfort with CRM and ticketing software; quick to learn new systems.

Responsibilities

• Respond to customer inquiries via email, live chat, and other non-voice channels.
• Document and resolve issues while keeping records in the ticketing system.
• Provide product information and troubleshooting assistance to customers.
• Identify patterns in feedback and escalate recurring issues to the right teams.
• Maintain a professional and empathetic tone in all written communications.
• Adhere to company policies, procedures, and quality standards in interactions.
• Support first-contact resolution and customer satisfaction metrics.
• Collaborate with teammates and other departments to ensure smooth experiences.
• Monitor workload to meet service levels and response targets.

Skills

Customer service

Written communication

CRM systems

Ticketing software

Multitasking

Problem solving

Empathy

Team collaboration

Independent work

Education

High school diploma

Tools

Microsoft Office

CRM software

Ticketing system

Job description

About the role

We are seeking a dedicated and customer-focused Customer Service Representative (Local-Non Voice) to join the team at Asticom Technology Inc. This is a contract position based in Quezon City, Metro Manila. In this role, you will be the backbone of our customer support operations, handling non-voice communication channels to ensure our customers receive exceptional service and support. You will play a crucial part in maintaining customer satisfaction and loyalty through effective problem-solving and professional communication across email, chat, and ticketing systems.

Key responsibilities

• Respond promptly and professionally to customer inquiries via email, live chat, and other non-voice communication channels
• Document and resolve customer issues efficiently while maintaining accurate records in the ticketing system
• Provide product information and troubleshooting assistance to help customers resolve their concerns
• Identify patterns in customer feedback and elevate recurring issues to the appropriate teams for resolution
• Maintain a professional and empathetic tone in all written communications with customers
• Ensure adherence to company policies, procedures, and quality standards in every customer interaction
• Contribute to maintaining first-contact resolution rates and customer satisfaction metrics
• Collaborate with team members and other departments to facilitate seamless customer experiences
• Monitor and prioritise workload to meet service level agreements and response time targets

What we're looking for

• Proven experience in a customer service or support role, preferably in a call centre or non-voice support environment
• Excellent written communication skills with strong attention to detail and grammar
• Ability to multitask and manage multiple customer inquiries simultaneously without compromising quality
• Strong problem-solving skills and the ability to think critically when addressing customer concerns
• Patience, empathy, and a genuine desire to help customers resolve their issues
• Proficiency in using customer relationship management (CRM) systems and ticketing software
• Familiarity with Microsoft Office applications and comfortable navigating various software platforms
• Ability to work independently whilst collaborating effectively within a team environment
• High school diploma or equivalent qualification; additional customer service certifications are advantageous
• Flexibility to adapt to changing priorities and a willingness to learn new systems and processes