On-Call Buffer Customer Service Agent (Omnichannel Support)

Ltvplus; Crossing; A distancia; PHP 201.000 - 335.000; Jornada completa

Descripción de la vacante

Ltvplus is seeking an On-Call Buffer Customer Service Agent to provide rapid-response coverage across email, live chat, and voice channels. You thrive on high-volume surges and delivering exceptional customer experiences on short notice.

You will log in during scheduled shifts, resolve inquiries about billing, order status, troubleshooting, and returns, and document interactions in the CRM while following brand guidelines. Remote work with weekend coverage is required.

Formación

• 1–3 years in e-commerce, BPO, or SaaS customer support.
• Hands-on with major helpdesk platforms (Gorgias, Zendesk, Freshdesk, Salesforce Service Cloud).
• Experience handling omnichannel support (email, live chat, inbound calls).
• Excellent written and verbal English; high typing speed and accuracy.
• Ability to pivot between channels or workflows with minimal warm-up.
• Strong organizational skills to log interactions accurately in CRM/helpdesk systems.
• Willing to log in during designated peak or emergency coverage windows.

Responsabilidades

• Maintain on-call readiness during scheduled shift windows to assist within standard SLA.
• Resolve inquiries across live chat, emails, and inbound calls about billing, orders, troubleshooting, returns.
• Monitor live queues and prioritize urgent tickets to prevent SLA breaches during high-volume periods.
• Document all interactions, resolution steps, and internal notes in designated CRM and ticketing tools.
• Apply client brand guidelines, SOPs, and knowledge base resources to deliver accurate, high-quality solutions.
• Smoothly elevate complex or recurring operational issues to team leads and supervisors.

Conocimientos

Customer support

Multichannel support

English fluency

CRM logging

Adaptability

Typing speed

Herramientas

Gorgias

Zendesk

Freshdesk

Salesforce Service Cloud

Descripción del empleo

524501

Is This YOU? Then We Want to Meet You!

Are you an adaptable, fast-thinking support specialist who excels at stepping in to save the day during high-volume surges? We are seeking an On-Call Buffer Customer Service Agent to provide rapid-response coverage across email, live chat, and voice channels. If you thrive on multi-channel problem-solving, maintaining SLAs under pressure, and delivering exceptional customer experiences on short notice, we want to meet you!

Snapshot

• Hiring Budget: [TBD]
• Schedule: Flexible (includes weekend shifts and peak hours coverage)
• Work Type: Remote

Requirements

• 1–3 years of experience in e-commerce, BPO, or SaaS customer support
• Hands-on proficiency using major helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk, or Salesforce Service Cloud)
• Experience handling omnichannel support (email, live chat, and inbound calls)
• Excellent written and verbal English communication skills with strong typing speed and accuracy
• Ability to quickly adapt and pivot between support channels or workflows with minimal warm-up time
• Strong organizational skills to manage, prioritize, and log ticket interactions accurately in CRM/helpdesk systems
• High flexibility and readiness to log on and assist during designated peak or emergency coverage windows

What you'll do

• Maintain on-call readiness during scheduled shift windows to log on and assist within standard SLA response times
• Resolve customer inquiries across live chat, helpdesk emails, and inbound calls regarding billing, order status, troubleshooting, and returns
• Monitor live queues and prioritize urgent or escalated tickets to prevent SLA breaches during high-volume periods
• Thoroughly document all customer interactions, resolution steps, and internal notes in designated CRM and ticketing tools
• Apply client brand guidelines, SOPs, and knowledge base resources to deliver accurate, high-quality solutions
• Smoothly elevate complex or recurring operational issues to team leads and supervisors

Success looks like

• Zero SLA breaches during peak coverage windows by responding rapidly to queue surges
• Maintaining high CSAT and resolution quality while handling sudden context shifts across channels
• 100% accuracy in logging interaction details, internal notes, and resolution steps in the CRM

Tech Checklist - Gotta Have It!

A reliable computer (at least with Windows 10 and an i5 processor), a stable high-speed internet connection of 100 Mbps, and a backup for both. A quiet, cozy workspace to handle calls and chats like a pro.

What Happens Next

Due to the volume of applications, we're only able to reach out directly to candidates we're inviting to the next interview call. We really appreciate your interest and time.