Web Hosting Customer Care Specialist (Phone & Chat)

hosting.com; Pasig; On-site; PHP 290,000 - 424,000; Full time

Job summary

hosting.com is seeking a Customer Care Representative to handle inquiries via phone, chat, email, and tickets. You will follow established procedures, escalate complex cases, and continually develop your skills through training and coaching.

The role focuses on building foundational knowledge of web hosting services while delivering an excellent customer experience and ensuring high satisfaction.

Qualifications

• 2–3 years of experience in web hosting technical support or a related field.
• Strong knowledge of web hosting technologies (domains, DNS, email systems, website management).
• Experience handling escalations, case management, and customer-facing technical issues.
• Excellent communication skills with the ability to coach, mentor, and train junior staff.

Responsibilities

• Manage incoming calls, emails and chat.
• Respond to customer inquiries via chat, calls and emails.
• Track customer functional requirements.
• Build a trust relationship for account loyalty and engage customers.
• Handle customer complaints and provide appropriate solutions.
• Resolve product or service problems by clarifying the complaint, determining the cause, and explaining the best solution.
• Process orders, forms, applications and requests.
• Attract potential customers by answering product questions.
• Generate sales leads.
• Manage customers' accounts.
• Maintain customer databases by updating account information.
• Set up new customer accounts by recording information.

Skills

Customer service

Communication skills

Troubleshooting

Escalation handling

CRM/ticketing tools

Tools

CRM/Ticketing tools

Job description

hosting.com is seeking a Customer Care Representative to handle inquiries via phone, chat, email, and tickets. You will follow established procedures, escalate complex cases, and continually develop your skills through training and coaching.

The role focuses on building foundational knowledge of web hosting services while delivering an excellent customer experience and ensuring high satisfaction.