Customer Service Representative (Non-Voice)

Crackerjack Corporation; Mabalacat; On-site; PHP 391,000 - 614,000; Full time

Job summary

Crackerjack Corporation is seeking a Senior Customer Service professional to manage non-voice support channels, resolve complex issues, and maintain high customer satisfaction. The role requires leadership experience and the ability to work independently in a fast-paced environment.

The position is onsite at Clark Freeport Zone, Pampanga, with night-shift scheduling. A Bachelor's degree and 3–5 years in customer service are preferred, along with proficiency in Microsoft Office and ticketing/CRM

Qualifications

• Bachelor's degree in any field is preferred.
• 3–5 years of Customer Service experience.
• Experience as Senior CSR / Team Lead or in leadership roles.
• Experience handling escalations and complex customer concerns.
• Excellent written English with strong grammar and attention to detail.
• Experience in non-voice support (email, chat, or ticketing) preferred.
• Strong analytical, problem-solving, and decision-making skills.
• Able to work independently with minimal supervision.
• Proficient in Microsoft Office and customer support platforms.
• Willing to work onsite in Clark Freeport Zone, Pampanga.
• Willing to work night shift.

Responsibilities

• Respond to customer inquiries through email, live chat, and other non-voice communication channels.
• Handle complex customer concerns and provide timely, accurate, and professional resolutions.
• Maintain a high level of customer satisfaction through excellent written communication.
• Manage escalated customer cases and recommend appropriate solutions.
• Ensure compliance with company policies and client service standards.
• Document customer interactions accurately and maintain complete records.
• Coordinate with internal departments to resolve customer concerns efficiently.
• Assist in process improvements and share best practices with the team when necessary.
• Perform other tasks assigned by management.

Skills

Customer service

Written English

Analytical skills

Problem-solving

Independent work

Microsoft Office

Ticketing systems

Education

Bachelor's degree

Tools

Ticketing systems

CRM platforms

Job description

Key Responsibilities

• Respond to customer inquiries through email, live chat, and other non-voice communication channels.

• Handle complex customer concerns and provide timely, accurate, and professional resolutions.

• Maintain a high level of customer satisfaction through excellent written communication.

• Manage escalated customer cases and recommend appropriate solutions.

• Ensure compliance with company policies and client service standards.

• Document customer interactions accurately and maintain complete records.

• Coordinate with internal departments to resolve customer concerns efficiently.

• Assist in process improvements and share best practices with the team when necessary.

• Perform other tasks assigned by management.

Qualifications

• Bachelor's degree in any field is preferred.

• Must have at least 3–5 years of Customer Service experience.

• Must have previous experience as a Senior Customer Service Representative, Team Lead, Supervisor, or in another leadership role within a customer service environment.

• Experience in handling escalations and complex customer concerns is required.

• Excellent written English communication skills with strong grammar and attention to detail.

• Experience in non-voice support (email, chat, or ticketing systems) is highly preferred.

• Strong analytical, problem-solving, and decision-making skills.

• Able to work independently with minimal supervision.

• Proficient in Microsoft Office and customer support platforms.

• Willing to work onsite in Clark Freeport Zone, Pampanga.

• Willing to work on a night shift schedule.