Remote Customer Support Specialist - First Contact & CSAT

Bet On Talent; Philippines; Remote; PHP 240,000 - 480,000; Full time

Benefits offered by this job

Company laptop provided

Job summary

Betontalent is seeking a customer support specialist to be the first point of contact for customers via live chat, email, and tickets, helping with accounts, payments, and product questions in a fully remote role based in the Philippines.

You will strive to resolve issues in the first interaction, log every interaction in the CRM, and meet targets for response time, CSAT, and first-time resolution, while adhering to data security and training requirements.

Qualifications

• Experience in a customer-facing role
• Clear, professional written and spoken communication
• Problem-solving mindset focused on getting it right the first time
• High attention to detail, especially when documenting cases
• Discretion with sensitive information

Responsibilities

• Be the first point of contact for customers by live chat, email and tickets, helping with account, payment and product questions.
• Solve issues in the first interaction where possible, and escalates complex or sensitive cases to the Shift Leader or the right department.
• Log every interaction clearly in the ticketing or CRM system, and pass on customer feedback and recurring issues.
• Meet or beat targets for response time, handling time, CSAT and first-time resolution (FTR).
• Follow the Code of Conduct, quality standards, security protocols and regulatory requirements to protect customer data.
• Keep up with product updates and attend all required training and coaching sessions.

Skills

Customer support experience

Written communication

Problem solving

Attention to detail

Discretion with sensitive information

Tools

CRM systems

Ticketing systems

Live chat tools

Job description

Betontalent is seeking a customer support specialist to be the first point of contact for customers via live chat, email, and tickets, helping with accounts, payments, and product questions in a fully remote role based in the Philippines.

You will strive to resolve issues in the first interaction, log every interaction in the CRM, and meet targets for response time, CSAT, and first-time resolution, while adhering to data security and training requirements.