Night-Shift Tech Support & CS Specialist

Sound Connection Phils. Inc.; Cebu City; On-site; PHP 279,000 - 335,000; Full time

Job summary

Sound Connection Phils. Inc. in Cebu City is hiring a customer support specialist to handle emails, chats and calls about products, orders, shipping, returns and accounts.

You will provide first-level tech support, determine if issues are defects or usage problems, and pass complex cases to the US team with complete notes. Onsite night shift, 9 PM–6 AM Cebu time, Monday to Friday, with occasional weekend coverage. Salary ranges from PHP 25,000 to 30,000 per month, based on experience.

Qualifications

• Excellent written English and clear spoken English.
• Experience in customer service, e-commerce support, a call center or a BPO.
• Tech support experience is a strong plus.
• Comfort with consumer electronics and the patience to explain fixes in simple words.
• A quick learner who keeps many products and brands straight.
• Calm and professional with upset customers; organized and detail-oriented.
• A plus: knowing US customers, addresses, shipping and retail norms.

Responsibilities

• Answer customer emails, chats and calls about products, orders, shipping, returns, warranties and accounts.
• Give first-level tech support: setup, pairing, charging, compatibility and basic troubleshooting, step by step.
• Work out whether a problem is a defect or a usage issue, solve it, or pass it to the US team with complete notes.
• Start warranty claims, returns and replacements, and collect the model, proof of purchase, photos or video.
• Report any safety concern or injury complaint at once, following the company's procedure.
• Make follow-up calls and send follow-up emails for orders and open cases.
• Log every interaction in the helpdesk and order systems.
• Meet the client's managers once or twice a week to review open issues.

Skills

Written English

Customer service experience

Tech support experience

Patience with customers

Quick learner

Organized and detail-oriented

Job description

Sound Connection Phils. Inc. in Cebu City is hiring a customer support specialist to handle emails, chats and calls about products, orders, shipping, returns and accounts.

You will provide first-level tech support, determine if issues are defects or usage problems, and pass complex cases to the US team with complete notes. Onsite night shift, 9 PM–6 AM Cebu time, Monday to Friday, with occasional weekend coverage. Salary ranges from PHP 25,000 to 30,000 per month, based on experience.