Customer Support Representative

3 weeks ago

Davao City, Davao, Philippines Sagan Recruitment Full time

Job Title: Customer Support Representative

Location: Remote (Ability to work within specified time zones as needed)

Work Schedule: Flexible based on employer's needs, typically Monday to Friday.

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

Position Overview

We are looking for an experienced and proactive Customer Support Representative to join our growing team. This role is ideal for someone who thrives in high-level customer interactions, can analyze data-driven insights, and is comfortable working across multiple systems to ensure seamless service delivery. You'll handle complex inquiries, provide strategic solutions, and work closely with internal teams to enhance the customer experience.

We are committed to hiring top-tier professionals, and we expect our team members to uphold the highest standards of communication, problem-solving, and efficiency.

Key Responsibilities

  • Serve as a trusted point of contact for customers, handling inquiries via phone, email, and chat with precision and professionalism.

  • Troubleshoot complex customer issues and provide data-driven solutions to improve retention and satisfaction.

  • Maintain detailed, structured documentation of customer interactions in CRM tools such as HubSpot, Zendesk, or similar platforms.

  • Collaborate with internal teams including sales, operations, and product teams to resolve escalated issues effectively.

  • Analyze customer feedback, identify trends in support requests, and contribute to process improvements.

  • Deliver exceptional customer service by demonstrating product expertise, anticipating needs, and resolving concerns proactively.

  • Ensure strict adherence to performance standards, maintaining a structured and results-oriented approach to problem-solving.

Qualifications

  • 3+ years of experience in customer service, client success, or a similar customer-facing role (BPO, SaaS, or eCommerce experience preferred).

  • Fluent in English with excellent verbal and written communication skills; able to communicate effectively with executives, stakeholders, and clients.

  • Strong problem-solving and analytical skills, with the ability to interpret customer data and identify key trends.

  • Proven expertise in CRM tools (e.g., HubSpot, Zendesk) and proficiency in Google Sheets, Excel, and reporting tools.

  • Ability to multitask efficiently, manage high-priority requests, and work in a fast-paced environment.

  • Tech-savvy, with experience working across multiple platforms and handling digital communication tools.

Nice to Haves

  • Experience in eCommerce, SaaS, or financial services customer support.

  • Understanding of business performance metrics, P&L statements, and client success KPIs.

  • Familiarity with automation tools or workflow optimization.

  • Ability to adapt to evolving customer needs and provide strategic input on customer service improvements.

Only candidates who achieve an 80% or higher score on assessments will be considered.

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