Customer Support Representative

3 days ago


Makati City, National Capital Region, Philippines luigisbox Full time

We're seeking a skilled Customer Support Representative to join our dynamic team at Luigisbox, driving personalized experiences for 3,000+ e-shops. This role involves handling client communication, troubleshooting, resolving technical issues, and escalating complex cases when needed.

About the Role

As a key member of our support team, you'll work closely with our Head of Support, L2 Support Lead, and L1 Support Lead, benefiting from a culture of mentoring, mutual support, and constructive feedback. Your primary responsibility will be to provide high-quality assistance to customers during later hours (23:00PM – 7:00AM CET).

Your Responsibilities
  • Respond to customer inquiries via live chat and email, ensuring timely and accurate resolutions.
  • Run initial troubleshooting of issues, proactively diagnosing problems and determining next steps.
  • Guide users toward solutions, explaining complex topics in simple terms.
  • Escalate complex issues to product and integration teams, tracking progress and communicating updates to customers.
  • Document common issues and contribute to the knowledge base.


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