Remote Email Support Agent — Live Events & Tickets

Newstel GmbH; Quezon City; Remote; PHP 335,000 - 558,000; Full time

Job summary

Newstel GmbH is seeking a Customer Service Agent (Non-Voice) to support concert-goers and event attendees via email. The role is remote and open to candidates in the Philippines, with a 40-hour weekly schedule and a permanent, full-time arrangement.

You will respond to inquiries about tickets, refunds, transfers, schedules, and venue information, delivering personalised, empathetic responses while meeting KPIs for CSAT and quality.

Qualifications

• Currently not employed and not enrolled in school.
• Full availability to work a 40-hour weekly schedule.
• Excellent written English communication skills.
• Strong attention to detail and ability to write personalised responses.
• Quick learner who can adapt to new tools and processes.
• Empathetic, patient, and customer-focused.
• Able to manage multiple inquiries while maintaining accuracy and quality.
• Previous customer service or email support experience is an advantage, but not required.

Responsibilities

• Respond to customer inquiries via email only regarding concerts, live events, tickets, schedules, venue information, refunds, and general event-related concerns.
• Personalise every customer interaction while maintaining professionalism and empathy.
• Resolve customer concerns efficiently and accurately in accordance with established service guidelines.
• Research customer concerns and provide clear, solution-focused responses.
• Maintain detailed and accurate documentation of customer interactions.
• Meet individual and team performance goals while ensuring a high-quality customer experience.
• Adapt quickly to new processes, event updates, and changing customer needs during peak seasons.

Skills

Excellent written English

Attention to detail

Personalised responses

Quick learner

Empathetic

Multitasking

Job description

Newstel GmbH is seeking a Customer Service Agent (Non-Voice) to support concert-goers and event attendees via email. The role is remote and open to candidates in the Philippines, with a 40-hour weekly schedule and a permanent, full-time arrangement.

You will respond to inquiries about tickets, refunds, transfers, schedules, and venue information, delivering personalised, empathetic responses while meeting KPIs for CSAT and quality.