Customer Support Representative Tier 1

Helpware; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Helpware in Cebu City, Philippines, seeks a Customer Support Representative Tier 1 to provide first-line voice support to customers via phone, email, and chat, using our software to address issues and drive solutions. Responsibilities include addressing inquiries, resolving complaints, logging interactions, and escalating complex cases to Tier 2.

Requires a High School Diploma or GED, with 3-5 years in related work and 1-3 years in customer service.

Qualifications

• High School Diploma or GED is required.
• 3-5 years of relevant work experience.
• 1-3 years of customer service experience.

Responsibilities

• Provide first-level customer support via phone, email, or chat in a timely and professional manner.
• Address customer inquiries, resolve complaints, and provide accurate information about products or services.
• Document customer interactions and transactions accurately in the system.
• Escalate complex issues to Tier 2 support or relevant departments as needed.
• Follow communication procedures, guidelines, and policies.
• Meet or exceed customer service quality and productivity goals.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Collaborate with team members to improve customer satisfaction and retention.

Skills

Customer service

Communication

Empathy

Problem solving

Education

High School Diploma or GED

Associates degree (preferred)

Tools

SAP

Salesforce

Microsoft Office

Job description

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Summary:

As a Customer Support Representative Tier 1, you are responsible for providing first-line voice support to internal and external customers via phone, fax, and email. Utilizing relevant software and tools to address customer issues and drive resolutions. Supporting strategic projects and corporate initiatives, such as acquisitions and product launches. Performing data entry tasks, verifying accuracy, and maintaining data integrity. Providing general data entry support across various teams as needed.

Responsibilities

• Provide first-level customer support via phone, email, or chat in a timely and professional manner.
• Address customer inquiries, resolve complaints, and provide accurate information about products or services.
• Document customer interactions and transactions accurately in the system.
• Escalate complex issues to Tier 2 support or relevant departments as needed.
• Follow communication procedures, guidelines, and policies.
• Meet or exceed customer service quality and productivity goals.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Collaborate with team members to improve customer satisfaction and retention.

Required:

• Education: High School Diploma or general education degree (GED)

Job Experience:

• 3-5 Years of Relevant Work Experience
• 1-3 Years of Experience Customer Service

Preferred:

• Education: Associates degree or equivalent

Applications:

• Basic Microsoft Suite Competency (Outlook, Word, Power Point)
• Previous SAP experience or other Order Management Systems a plus but not necessary
• Salesforce.com knowledge a plus but not necessary