Customer Service Representative, Tech Products (Night Shift, Onsite)

Sound Connection Phils. Inc.; Cebu City; On-site; PHP 279,000 - 335,000; Full time

Job summary

Sound Connection Phils. Inc. in Cebu City is hiring a customer support specialist to handle emails, chats and calls about products, orders, shipping, returns and accounts.

You will provide first-level tech support, determine if issues are defects or usage problems, and pass complex cases to the US team with complete notes. Onsite night shift, 9 PM–6 AM Cebu time, Monday to Friday, with occasional weekend coverage. Salary ranges from PHP 25,000 to 30,000 per month, based on experience.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Written English

Customer service experience

Tech support experience

Patience with customers

Quick learner

Organized and detail-oriented

Job description

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.