Customer Service Representative

2 weeks ago

Work from Home, Philippines Shore360, Inc Full time ₱400,000 - ₱600,000 per year

About the role

As a Customer Support Representative, you are the go-to problem-solver, momentum driver, and experience creator for our users. You are customer-obsessed and have a strong sense of customer empathy. You don't shy away from complex problems and creative solutions. We are a small and scrappy, but ambitious, process and data-driven team.

Roles and Responsibilities

  • Handle all customer communication and organize/escalate issues appropriately including billing, legal, security, and technical inquiries
  • Deliver incredible customer service You will have an opportunity to work in our email, chat, and SMS contact channels. You will help customers with booking spaces, processing custom requests, and whatever else they might need.
  • Effectively communicate with our customers meeting SLAs.
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product

Qualifications and Requirements

  • Digital literacy is a must for this role, must have experience using digital communication tools to stay connected with your teammates.
  • Comfortable navigating and learning various computer programs/systems at once. You should feel confident in independently troubleshooting product and operational issues.
  • A true passion for customers and delivering the best possible service.
  • A flexible schedule. Our contact center is open 24-7, including many holidays. Our customer service department is staffed to meet our customer needs, and your schedule will change periodically.
  • Process-oriented and organized.
  • Experience working with Intercom, Zendesk, or project management tools.
  • Outstanding communication skills, both verbal and written. A fluent English speaker and writer is a must.
  • Ability to adapt to change quickly.
  • Capable of working independently to achieve performance goals within guidelines.
  • Strong track record of organizational skills and ability to build out processes
  • 1+ years of experience
  • Experience in a tech SaaS company is a plus

ShoreXra Perks

  • Permanent WFH setup
  • HMO upon hire
  • 15 Leave Credits upon regularization
  • Free barista-style coffee
  • Free parking and shuttle services
  • Unlimited growth potential
  • Fun and family-oriented working environment
  • Employee referral incentives (Bronze)

Job Types: Full-time, Permanent

Benefits:

  • Health insurance
  • Promotion to permanent employee
  • Work from home

Application Question(s):

  • Typing Speed (WPM):

Experience:

  • Chat and Email Support: 2 years (Required)
  • US Accounts: 2 years (Preferred)

Work Location: Remote

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