Customer Support Representative – Remote

Description

• 13th-month bonus and Government-mandated benefits.
• Equipment will be provided  + internet allowance.
• Access to work in one of our Manila-based offices. 

• Manage inbound queries primarily via email (approximately 100 tickets daily), ensuring a 24-hour turnaround time and a 4-hour resolution target.
• Proactively resolve complaints by investigating issues thoroughly and escalating complex matters to the Support Operations Manager when necessary.
• Document interactions accurately within administration systems like SharePoint and Microsoft Teams to maintain quality standards.
• Collaborate with Product Managers to develop and improve standard policies, procedures, and customer service manuals.
• Analyze audience data and research trends to respond to customer needs and share insights with the wider team.

• At least one year of experience in a Customer Service role is highly preferred.  
• Has clear and concise English written and verbal communication skills, with the ability to engage technical and non-technical users. 
• Demonstrated ability to provide exceptional value to internal and external interactions, consistently ensuring that each interaction contributes positively to building the brand experience. 
• Proven track record of keeping the customer at the forefront of all endeavours, with a deep understanding of their needs and a commitment to delivering exceptional service. 
• Possess strong troubleshooting, debugging, and problem-solving skills, exhibiting confidence in your ability to tackle and resolve technical issues effectively.

• Graduate of Business Administration or any relevant bachelor’s degree.
• Relevant experience in the digital space for customer service. 
• Having prior experience working for a New Zealand company in a customer service role.  
• Experience in the technology industry or working with startups.