Customer Support Agent

2 weeks ago

Cebu City, Central Visayas, Philippines WorthyWorld Marketing Ltd Full time ₱80,000 - ₱120,000 per year
Customer Happiness Agent (Customer Support)

Craftamo — Remote (Philippines)

Full-Time | Long-Term | Performance-Driven Role

Craftamo is a global, fast-growing art supplies brand that serves passionate artists across the USA, UK, Canada, and Europe. We're known for our premium products, our collaborative work with world-class artists, and our commitment to exceptional customer experience.

We are now looking for a Customer Happiness Agent to join our team - someone who embodies accuracy, urgency, empathy, and excellence.


WHAT YOU'LL DO

As our Customer Happiness Agent, you will be responsible for:

Customer Support (Freshdesk)

  • Responding to customer tickets, messages, and inquiries with clarity, warmth, accuracy, and professionalism
  • Managing all incoming support channels (email, Messenger, social media comments, reviews)
SLA & KPI Management

You are responsible for hitting key performance metrics including:

  • First Response Time: Within 2 hours during shift
  • Ticket Resolution Time: Majority within 24 hours
  • Daily Ticket Queue: Fully cleared before the end of each shift
  • Chargebacks: Respond within 24 hours with correct evidence
  • Reviews: Respond to negative reviews and take ownership of converting them into positive outcomes
  • Accuracy: Zero incorrect product information; zero careless mistakes in replies
Quality & Ownership
  • Provide detailed, accurate responses (no copy-paste replies without context)
  • Follow internal SOPs carefully and improve them proactively
  • Track recurring customer issues and escalate to the team
  • Work closely with the Operations Manager to improve customer experience
  • Handle subscription inquiries, replacement requests, order issues, and complaints with empathy and efficiency

WHO WE'RE LOOKING FOR

You are:

Detail-oriented

You double-check everything. No sloppy errors.

Accuracy is a non-negotiable for this role.

Fast but thoughtful

You work quickly, but also with quality.

You balance speed and precision.

A strong communicator

Clear English. Zero grammar mistakes. Warm tone.

You can understand a problem and respond elegantly.

Emotionally intelligent

You can calm frustrated customers, manage expectations, and create positive outcomes.

Tech-savvy

Comfortable with:

  • Freshdesk
  • Shopify
  • Google Drive
  • Excel/Sheets
  • Email management

(Training provided if needed)

Reliable + accountable

You take ownership. You don't disappear.

You follow instructions and consistently hit KPIs.


WHY JOIN CRAFTAMO?
  • Work with a fun, growing, international brand
  • Support artists and creatives around the world
  • Long-term position with stability and growth
  • Be part of a team that values initiative, accuracy, and excellence
  • Opportunity to contribute ideas and improve systems
  • Salary dependent on experience, with performance-based growth

HOW TO APPLY

Please submit:

  1. Your updated CV

  2. A short cover letter answering this question:

"What makes you exceptional at customer support, and can you share one example where you turned an unhappy customer into a happy one?"

(We will ignore applications that do not answer this question.)


Craft amazing experiences with us - join Craftamo.

We can't wait to read your application.

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