Customer Support Representative V

Helpware; Cebu City, Isabela; On-site; PHP 223,000 - 335,000; Full time

Job summary

Helpware in Cebu, Philippines is seeking a Customer Support Representative. This fully chat-based role serves as the first point of contact with customers, delivering excellent customer experience without voice support. You will handle inquiries via chat and email, document interactions, and assist with data entry in CRM and cloud tools.

The role emphasizes strong written English, basic technical proficiency, and a proactive, empathetic approach to resolve issues and satisfy customers.

Qualifications

• Excellent written English is required.
• Experience in client support is a plus.
• Basic technical background and comfort with apps.
• Proactive, empathetic approach and problem-solving skills.
• Strong customer orientation and adaptability to different characters.
• Ability to multitask, prioritize, and manage time effectively.

Responsibilities

• Providing customer support for website users via chat.
• Handle customer complaints and provide solutions with follow-up until resolved.
• Follow communication procedures, guidelines, and policies.
• Respond promptly to customer inquiries via chat and emails.
• Record customer interactions in the CRM and other platforms.
• Assist with other tasks as assigned by managers.

Skills

Excellent written English

Client support experience

Technical background (apps)

Proactive and empathetic

Customer orientation

Multitasking and time management

Job description

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 were looking for experiencedCustomer 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.

Requirements: