Customer Service Representative – Non-Voice

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Assist in the management of the client's e-commerce operations to ensure uninterrupted service availability around the clock.

• Communicate exclusively via written formats such as email and live chat.

• Provide effective and high-quality customer support, aiming for a response time of 5 to 10 minutes.

• Accurately document customer inquiries and any issues encountered.

• Internally escalate inquiries to the relevant departments for swift resolution.

• Oversee and manage incoming customer ticket requests.

• Offer precise information and resolve customer issues whenever feasible.

• Organize internal follow-ups for warehouse or camera inspections.

• Keep detailed records of customer interactions and reported issues.

• Adhere to established processes and monitor customer concerns until they are resolved.

• Ensure consistent support across assigned shifts to uphold 24/7 availability.

⛳️ Requirements

• Prior experience in customer service, chat support, email support, or a comparable position.

• Exceptional written English skills and strong written communication capabilities.

• Keen attention to detail and a commitment to accuracy.

• Ability to respond promptly while upholding quality and professionalism.

• Capacity to manage multiple customer conversations or tickets at the same time.

• Strong problem-solving skills and critical thinking abilities.

• Capability to work independently in a remote setting.

• Willingness to work assigned shifts within a 24/7 support framework.

• E-commerce customer service experience is highly desirable.

• Proficiency in assisting customers via live chat and email.

• Familiarity with ticketing or customer support platforms.

• Experience with tools like Slack and Monday.com.

• Background in a fast-paced customer support environment.

• Experience in addressing order-related or e-commerce inquiries is a significant advantage.

🏝️ Benefits

• Opportunities for professional growth and advancement.

• HMO coverage through Maxicare.

• Full-time position with PST business hours, working remotely.