Care Support Agent

1 week ago

Ortigas, Philippines Netsolar Inc. Full time ₱70,000 - ₱120,000 per year

JOB DESCRIPTION

Summary: Acts as the frontline communicator for all aftersales-related concerns, ensuring timely and professional responses to customer issues and inquiries. Supports internal coordination with the O&M and Monitoring teams, while maintaining organized documentation of case status and resolutions.

KEY RESPONSIBILITIES :

  • Receive, acknowledge, and log customer support requests via email, phone, or online channels

  • Maintain an up-to-date record of cases and track status via internal ticketing system

  • Coordinate with Monitoring & Reporting Analyst for system performance issues f lagged for action

  • Route tickets to appropriate field engineers or technicians based on location, urgency, or issue type

  • Follow up on open tickets and provide customers with timely status updates

  • Support creation of monthly customer support reports summarizing trends, escalations, and response times

  • Assist in documentation of Frequently Asked Questions (FAQs) and common troubleshooting guides

  • Ensure proper customer communication etiquette and tone aligned with the NetSolar Care+ brand

  • Escalate high-priority issues to the Care Operations Supervisor or OMS Head when needed

Qualifications:

  • College Graduate or degree in Communication, Business Admin, or technical related course

  • At least 1 year of experience in customer support or helpdesk environment

  • Fresh Graduates are welcome to Apply
    •

Strong verbal and written communication skills in both English and Filipino

  • Familiarity with solar energy systems or willingness to be trained

  • Organized, responsive, and proactive in handling multiple cases

Key Competencies:

  • Customer service and complaint handling

  • Clear documentation and case management

  • Internal coordination and teamwork

  • Empathy and client-centric thinking

  • Basic understanding of solar issues (preferred but trainable)

Job Type: Full-time

Benefits:

  • Company Christmas gift
  • Health insurance
  • Promotion to permanent employee
  • Work from home

Work Location: In person

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