Customer Service Specialist

Black Label VP; Quezon City; Remote; PHP 446,000 - 725,000; Full time

Job summary

BlackLabel VP is actively building its talent pool of experienced Customer Service Specialists for upcoming client opportunities. We are seeking dedicated, customer-focused professionals with strong communication skills and proven experience in delivering exceptional customer support across various industries.

The ideal candidate is highly skilled in handling customer inquiries, resolving concerns, managing escalations, and maintaining customer satisfaction through professional and efficient

Qualifications

• Minimum of 2 years of professional customer service experience.
• Experience supporting US-based customers preferred.
• Excellent written and verbal English communication.
• Experience using CRM or customer support platforms.
• Ability to work US business hours, including night shifts and weekends when required.

Responsibilities

• Provide professional and timely customer support through phone, email, chat, and other communication channels.
• Respond to customer inquiries regarding products, services, orders, billing, and general concerns.
• Investigate and resolve customer complaints while maintaining high customer satisfaction.
• Handle escalations and coordinate with appropriate departments when necessary.
• Maintain accurate customer records and interaction histories in CRM systems.
• Follow established SOPs and client-specific guidelines.
• Meet or exceed performance targets, including CSAT, QA, AHT, FCR, and productivity metrics.
• Identify recurring customer issues and recommend process improvements.
• Maintain professionalism, empathy, and accountability in every customer interaction.

Skills

English proficiency

Communication

Active listening

Multitasking

Independence

CRM experience

Tools

Zendesk

Salesforce

HubSpot

Gorgias

Freshdesk

Job description

Job Description:

Remote | U.S. Business Hours | ACTIVE POOLING

Philippine-Based Applicants Only

About the Role

BlackLabel VP is actively building its talent pool of experienced Customer Service Specialists for upcoming client opportunities.

We are seeking dedicated, customer-focused professionals with strong communication skills and proven experience in delivering exceptional customer support across various industries.

The ideal candidate is highly skilled in handling customer inquiries, resolving concerns, managing escalations, and maintaining customer satisfaction through professional and efficient service.

Please Note: This recruitment is for ACTIVE POOLING ONLY, not immediate deployment. Qualified candidates will undergo our screening and assessment process and may be considered for future client opportunities based on business requirements.

Important Requirements

• Minimum of 2 years of professional customer service experience, preferably supporting U.S.-based customers.

• Excellent written and verbal English communication skills.

• Proven experience handling customer inquiries through phone, email, and/or live chat.

• Strong problem-solving skills and the ability to handle difficult customer situations professionally.

• Experience using CRM or customer support platforms.

Applicants without relevant customer service experience or strong English communication skills may not be considered.

Key Responsibilities

• Provide professional and timely customer support through phone, email, chat, and other communication channels.

• Respond to customer inquiries regarding products, services, orders, billing, and general concerns.

• Investigate and resolve customer complaints while maintaining high customer satisfaction.

• Handle escalations and coordinate with appropriate departments when necessary.

• Maintain accurate customer records and interaction histories in CRM systems.

• Follow established standard operating procedures (SOPs) and client-specific guidelines.

• Meet or exceed performance targets, including CSAT, QA, AHT, FCR, and productivity metrics.

• Identify recurring customer issues and recommend process improvements.

• Maintain professionalism, empathy, and accountability in every customer interaction.

Required Qualifications

• At least 2 years of relevant customer service experience.

• Experience in voice, non-voice, or blended customer support environments.

• Excellent English communication skills, both written and verbal.

• Strong active listening, interpersonal, and conflict-resolution skills.

• Ability to multitask and manage multiple customer interactions efficiently.

• Basic proficiency in Microsoft Office, Google Workspace, and CRM systems.

• Strong attention to detail and organizational skills.

• Ability to work independently with minimal supervision.

• Reliable high-speed internet connection, backup connectivity, and a quiet home office setup.

• Willingness to work U.S. business hours, including night shifts and weekends when required.

Preferred Qualifications

• Previous experience supporting U.S.-based clients or international customers.

• Familiarity with Zendesk, Salesforce, HubSpot, Gorgias, Freshdesk, or similar customer support platforms.

• Experience in eCommerce, retail, logistics, SaaS, technical support, or other customer-facing industries.

• Background in order management, billing support, account management, or technical troubleshooting.

• Proven track record of meeting or exceeding customer service KPIs.

• Experience working remotely as a Virtual Assistant or Customer Support Representative.

Anticipated Work Schedule

• Schedule: Based on client requirements

• Shift: Primarily U.S. Business Hours / Night Shift

• Work Arrangement: 100% Remote

Final schedules, compensation, and deployment dates will depend on specific client requirements.