US Customer Experience Specialist — Voice & Zendesk

Konektao Global BPO Corporation; Manila; On-site; PHP 312,000 - 402,000; Full time

Job summary

Konektao Global BPO Corporation in the Philippines seeks an experienced Customer Experience Representative to support a U.S.-based account via primarily voice-based service, with email and ticket support as needed.

The ideal candidate will have prior experience assisting U.S.-based customers, be confident on calls, and be proficient with Zendesk or similar platforms while delivering clear, professional English communication.

Qualifications

• Experience supporting U.S.-based customers/accounts.
• Ability to handle a high volume of voice calls.
• Proficiency in English, written and spoken.
• Experience using Zendesk or similar platforms.
• Strong listening, problem-solving, and documentation skills.

Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Assist U.S.-based customers with inquiries and service requests.
• Provide support regarding orders, deliveries, payments, and account concerns.
• Assist with order status, changes, and delivery questions.
• Create and track support tickets using Zendesk.
• Maintain accurate documentation of interactions and resolutions.
• Follow up on open concerns to ensure timely resolution.
• Coordinate with internal teams for escalation when needed.
• Handle escalated interactions professionally and resolve appropriately.
• Follow established processes and escalation procedures.
• Meet call quality, productivity, and customer satisfaction targets.
• Maintain professionalism, empathy, and ownership in interactions.

Skills

U.S.-based customer accounts

Voice-based support

Zendesk experience

English communication

Active listening

Problem solving

Tools

Zendesk

Job description

Konektao Global BPO Corporation in the Philippines seeks an experienced Customer Experience Representative to support a U.S.-based account via primarily voice-based service, with email and ticket support as needed.

The ideal candidate will have prior experience assisting U.S.-based customers, be confident on calls, and be proficient with Zendesk or similar platforms while delivering clear, professional English communication.