Customer Service Representative, Tech Products, Night Shift

Staff Outsourcing Solutions; Loay; Presencial; PHP 279.000 - 335.000; Jornada completa

Descripción de la vacante

Staff Outsourcing Solutions in Cebu City is seeking a customer care specialist to be the main contact for US-based customers via email, chat and phone. You will work closely with their US team to address product and order inquiries, shipping, returns, warranties and account issues.

You will also provide basic tech support, diagnose simple issues, start warranty claims and log interactions in the helpdesk system.

Formación

• Experience in customer service, e-commerce support, a call center or a BPO.
• Tech support experience is a strong plus.
• Excellent written and spoken English.
• Ability to explain fixes in simple terms.
• Patient with multiple products and brands.
• Knowledge of US customers, addresses and shipping norms is a plus.

Responsabilidades

• Answer customer emails, chats and calls about products, orders, shipping, returns, warranties and accounts.
• Provide first-level tech support: setup, pairing, charging, compatibility and basic troubleshooting.
• Determine whether a problem is a defect or usage issue and escalate with complete notes.
• Start warranty claims, returns and replacements with required documentation.
• Log every interaction in the helpdesk and order systems.
• Meet the client's managers once or twice a week to review open issues.
• Report safety concerns following company procedures.

Conocimientos

English proficiency

Customer service

Tech support

E-commerce support

Calm under pressure

US market knowledge

Descripción del empleo

About the role

Our client is a US consumer products company with many brands and a catalog that changes often: chargers, cables, power banks, Bluetooth audio, car tech accessories, personal care devices, and everyday products too. You will be their customers' main point of contact by email, chat and phone, and you will work closely with their US team.

What you will do

• Answer customer emails, chats and calls about products, orders, shipping, returns, warranties and accounts.
• Give first-level tech support: setup, pairing, charging, compatibility and basic troubleshooting, step by step.
• Work out whether a problem is a defect or a usage issue, solve it, or pass it to the US team with complete notes.
• Start warranty claims, returns and replacements, and collect the model, proof of purchase, photos or video.
• Report any safety concern or injury complaint at once, following the company's procedure.
• Make follow-up calls and send follow-up emails for orders and open cases.
• Log every interaction in the helpdesk and order systems.
• Meet the client's managers once or twice a week to review open issues.

What you bring

• Excellent written English and clear spoken English.
• Experience in customer service, e-commerce support, a call center or a BPO. Tech support experience is a strong plus.
• Comfort with consumer electronics and the patience to explain fixes in simple words.
• A quick learner who keeps many products and brands straight.
• Calm and professional with upset customers; organized and detail-oriented.
• A plus: knowing US customers, addresses, shipping and retail norms.

Details

• Onsite at our office in Cebu Business Park, Cebu City.
• Night shift, 9 PM to 6 AM Cebu time (US Eastern business hours), Monday to Friday, full time; some weekend or holiday cover in peak season.
• Salary: PHP 25,000 to 30,000 a month, based on experience.
• Training on every product, with manuals, spec sheets and guides.