Customer Service / Technical Support Representative

eFLEXervices, Inc.; Baguio; Hybrid; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Competitive salary & benefits

Comprehensive HMO coverage

Optical reimbursement

Permanent work-from-home option

Hybrid option in Baguio

Job summary

eFLEXervices, Inc. is hiring a Customer Service/Technical Support Representative to assist US clients from the Philippines. You will resolve tickets, maintain client relationships, and provide information via chat, email, and screen sharing.

The role requires at least 1 year in BPO customer support, CRM experience (Salesforce/HubSpot/Zoho), and excellent communication. We offer a mix of remote and hybrid work in the Baguio area with growth opportunities.

Qualifications

• Minimum 1 year of experience in customer or technical support within BPO
• Experience navigating CRM platforms (Salesforce/HubSpot/Zoho etc.)
• Strong communication, detail orientation, and time management skills
• Ability to share screen and present information clearly

Responsibilities

• Support US clients by handling customer support tickets across channels
• Develop and maintain long-term relationships with stakeholders in the account
• Deliver stellar service via chat, email, and screen sharing
• Document customer feedback and share insights with the client
• Troubleshoot product issues until the client is satisfied
• Create self-help resources like knowledge base content and videos
• Lead regular video meetings with the US client to share updates and practices

Skills

Excellent communication

Detail oriented

Time management

Creative thinking

Willingness to grow

Tools

Salesforce

HubSpot

Zoho CRM

Screen sharing

Job description

Who we are:

Stable. Supportive. Success-driven. eFlexervices is a premier BPO company with a 25-year track record of excellence. We don't just fill seats; we invest in human potential. We are dedicated to finding the perfect fit for your skills and helping you optimize your career performance. If you're looking for a company that values exceptional quality and operates on a foundation of trust, you belong at eFlex.

What we are looking for:

Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring for a Customer Service/Technical Support Representative - we're empowering your talent to deliver quality and performance. Join us in shaping success and making an impact that truly matters.

We are looking for a competent and expert Customer Service/Technical Support Representative who will deal with and communicate with C-level clients. You will act as a liaison, provide product/service information, answer queries, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

What you’ll be doing:

• Supporting eFlex’s US clients by helping them answer customer support tickets.
• Develop and maintain long-term relationships with stakeholders within the assigned account.
• Provide stellar customer service to our client’s customers through a variety of channels, including chat, email, and screen share.
• Advocate for the customer by documenting customer feedback and sharing insights with the client.
• Troubleshoot reports of product bugs until you have resolved the concern to the satisfaction of the client. Ideally, you love asking open-ended questions and getting to the root of the matter.
• Produce self-help resources including knowledge base content, video snippets, and more.
• Conduct ongoing meetings via video conference with our US client to communicate best practices, share updates, ask questions, and strengthen our relationship with the client.

Qualifications and Requirements:

• At least 1 year of experience as a customer support representative / technical support representative in the BPO industry.
• Experience navigating a CRM such as Salesforce, HubSpot, Zoho, etc.
• Knowledge and ability to do screen sharing.
• Excellent ability to communicate; extremely detail-oriented.
• Good oral and written communication is vital - the individual must be able to speak clearly and persuasively in positive or negative situations.
• Organized mindset and an ability to manage time effectively.
• Ability to think creatively and critically and thrive in a fast-paced, dynamic, and often ambiguous work environment.
• Willingness to step up to greater responsibility, strong desire to contribute to overall goals.

Benefits and Perks:

At eFlex, we're not just a workplace - we're a community of playmakers, committed to fostering growth, learning, and personal connections. Here's what's in store for you:

• Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.
• Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.
• Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.
• Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.
• Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.