Customer Support Representative (V)

Doist; Cebu City; On-site; PHP 335,000 - 502,000; Full time

Job summary

Helpware in the Philippines is seeking a Customer Support Representative to be the first point of contact for customers. The role is fully chat-based with no voice support, serving website users from our Cebu team.

The ideal candidate has excellent written English, some client support experience, and a basic technical background with apps. We value empathy, proactive problem-solving, and the ability to multitask in a fast-paced environment.

Qualifications

• Excellent written English; experience in client support is a plus.
• Basic technical background and comfort using apps.
• Proactive, empathetic, and strong problem-solving skills.
• Customer orientation and ability to adapt to different personalities; time management and prioritization.

Responsibilities

• Provide customer support for website users via chat.
• Handle customer complaints and provide solutions within time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines, and policies.
• Respond promptly to customer inquiries.
• Communicate with customers through chat and emails.
• Acknowledge and resolve customer complaints.
• Keep records of customer interactions and data in CRM and cloud-based tools.
• Perform other tasks as assigned by managers.

Skills

Excellent written English

Client support experience

Technical background

Empathetic

Problem solving

Multitasking

Tools

CRM software

Job description

Customer Support Representative

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. Our Cebu, Philippines Team is growing and we're looking for experienced Customer Support Representatives to join our Helpware team.

Position Overview

As a Customer Support Representative, you will serve as the first point of contact with customers and must be focused on providing excellent customer experience at all times. The role is fully chat-based, with no voice support required.

Responsibilities

• Providing Customer Support for the website users
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines, and policies
• Responding promptly to customer inquiries
• Communicating with customers through various channels (chat/emails)
• Acknowledging and resolving customer complaints
• Keeping records of customer interactions, transactions, comments and complaints
• Entering data into a CRM, other online tools, and cloud-based platforms
• Other related tasks assigned by managers of the Clients and/or Helpware

Skills and Qualifications

• Excellent written skills in English; Experience in the Client support area will be a plus; Basic technical background (strong experience in using apps); Proactive approach, empathetic individuals, problem-solving skills; Customer orientation and ability to adapt/respond to different types of characters; Ability to multi-task, prioritize, and manage time effectively.