Customer Support Specialist — Remote & Onsite

Worca; Tarlac City, Manila; Hybrid; PHP 223,000 - 402,000; Full time

Job summary

Worca is seeking a customer support specialist to assist customers through approved channels—email, chat, or phone—using client guidance to answer questions and resolve issues. You will listen, ask questions to understand problems, and explain products and troubleshooting steps in clear language.

You will record requests and outcomes in the support system, refer complex issues with notes, and keep customers informed with timely follow-ups.

Qualifications

• Excellent spoken and written English with careful listening.
• Patience and good judgment when a request is unclear or the customer is frustrated.
• Ability to investigate a problem and follow documented procedures.
• Familiarity with email, chat, and tracking support requests.
• Careful handling of customer information and respect for access rules.
• Ability to verify facts and review AI-assisted replies before use.

Responsibilities

• Support customers via email, chat, or phone using client guidance.
• Listen, ask questions, and understand problems to provide accurate solutions.
• Explain products, services, and troubleshooting steps clearly.
• Record requests and outcomes in the support system.
• Escalate complex issues with complete notes to the right team.
• Keep customers informed and follow up on unresolved requests.
• Identify recurring problems and suggest improvements to guidance.

Skills

Clear English

Active listening

Patience

Investigate problems

Email and chat proficiency

Data handling

AI-assisted replies review

Tools

Email systems

Chat platforms

Support ticketing system

Job description

Worca is seeking a customer support specialist to assist customers through approved channels—email, chat, or phone—using client guidance to answer questions and resolve issues. You will listen, ask questions to understand problems, and explain products and troubleshooting steps in clear language.

You will record requests and outcomes in the support system, refer complex issues with notes, and keep customers informed with timely follow-ups.