Customer Service Agent

5 days ago

Paranaque City, Calabarzon, Philippines BruntWork Full time

This is a remote position.

Job Highlights

Contract: Independent Contractor
Schedule: 
Saturday-Wednesday (Off Thursday/Friday) - 2pm-11pm PH Time
Sunday-Thursday (Off Friday/Saturday) - 4pm-1am OR 6pm-3am (Whichever the agent would like to work) PH Time
Friday-Tuesday (Off Wednesday/Thursday) - 2pm-11pm PH Time
Overview
Our client is a specialized warranty claim processing center supporting a wide range of consumer products, including patio furniture, household appliances, and gardening tools. Our team provides exceptional support to customers by managing warranty inquiries and resolutions via email communication. We focus on delivering replacements, issuing refunds, and offering accurate product information in a timely and professional manner. Job Description
The agent is responsible for handling email-based customer support regarding defective or damaged items. The agent will assess customer inquiries, determine the appropriate resolution (refund, replacement, or information), and process claims across multiple systems. This role requires attention to detail, strong communication skills, and the ability to multi-task efficiently in a fast-paced environment.
Scope of Support
  • Handle customer inquiries exclusively via email communication
  • Manage claims related to defective items, including, but limited to:
    • Replacements
    • Refunds
    • Product information
  • Items supported range from patio furniture and household appliances to gardening equipment.
  • Work across multiple internal platforms to complete claims processing
Key Responsibilities
  • Review incoming warranty claims to determine customer needs and eligibility
  • Communicate professionally with customers via email in fluent English
  • Process approved replacements and refunds based on provided documentation
  • Investigate and provide accurate product or warranty information when requested
  • Maintain detailed records of all customer interactions and resolutions
  • Follow internal policies and procedures for claim approvals
  • Escalate complex or unusual claims to leadership or designated support teams
  • Ensure timely follow-up on pending or unresolved cases
Requirements
  • Fluent in written and spoken English with excellent grammar and communication
  • Strong attention to detail and critical thinking when reviewing customer claims
  • Ability to work across multiple systems and platforms simultaneously
  • High level of accuracy and efficiency in processing requests
  • Ability to assess customer needs based on limited or incomplete information
  • Capable of working independently with minimal supervision
  • Comfortable working in a fast-paced, high volume environment. 
  • Strong organizational and time management skills
Benefits Independent Contractor Perks:
  • Permanent work from home
  • Immediate hiring
  • Steady freelance job
Please note that since this is a permanent work-from-home position and an "Independent Contractor" arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

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