Customer Support Representative (V)

Helpware; Philippines; On-site; PHP 290,000 - 469,000; Full time

Job summary

Helpware is seeking a Customer Support Representative for its Cebu, Philippines team. The role is fully chat-based with no voice support, serving as the first point of contact for website users.

You will resolve inquiries, handle complaints, and document interactions in the CRM while following established procedures. Ideal candidates have excellent English writing skills, basic technical aptitude, and a proactive, empathetic approach.

Qualifications

• Excellent written skills in English.
• Experience in client support is a plus.
• Basic technical background and comfort using apps.

Responsibilities

• Provide customer support for website users via chat.
• Handle complaints and offer solutions within time limits; follow up for resolution.
• Follow communication procedures, guidelines, and policies.
• Respond promptly to customer inquiries.
• Communicate with customers through chat and email channels.
• Acknowledge and resolve customer issues.
• Enter data into CRM and other online/cloud-based tools.
• Perform other related tasks as assigned by managers.

Skills

English communication

Client support experience

Tech-savvy

Proactive problem solving

Empathy

Customer orientation

Multi-tasking

Time management

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 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.