Customer Service Representative

1 week ago

Manila, National Capital Region, Philippines Filcan Global Envelope Strategies Full time ₱900,000 - ₱1,200,000 per year
About FC Global

FC Global is a dynamic offshore BPO company dedicated to delivering tailored digital transformation and operational solutions to clients worldwide. Our expertise spans customer service, virtual assistance, software development, and call center support, empowering businesses to enhance efficiency and scale with confidence.

As a trusted partner, we craft customized solutions aligned with client objectives, ensuring seamless execution through our skilled teams in the Philippines. With a strong focus on innovation and excellence, we help businesses stay competitive in evolving markets.

About The Role

Our client in Canada is looking for an experienced Customer Service Representative (CSR) to join our growing team. This role is ideal for someone with an engaging personality, possesses a strong background in customer support, thrives in a fast-paced environment, can handle technical inquiries, and is passionate about delivering outstanding customer experiences.

If you have 5+ years of professional experience in technical or multi-channel support, we'd love to meet you.

What You'll Do
  • Serve as the first point of contact for customers via phone, live chat, and email, ensuring professional and empathetic communication.
  • Create and manage support tickets, accurately documenting issues, resolutions, and escalations.
  • Triage inquiries, prioritize tickets, and escalate complex issues when needed.
  • Provide timely assistance for "how-to" questions, troubleshooting, and product usage guidance.
  • Support user and client file migrations, ensuring smooth transitions with minimal disruption.
  • Manage tickets end-to-end: respond, resolve, close cases, and ensure SLA compliance.
  • Collaborate with internal technical teams to resolve complex issues quickly and efficiently.
  • Monitor performance against SLAs, identify recurring issues, and recommend process improvements.
  • Contribute to knowledge base articles, FAQs, and documentation to empower customers with self-service solutions.
What We're Looking For
  • 5+ years of experience in customer support or technical help desk roles.
  • Proficiency in English (both written and verbal).
  • Strong problem-solving skills with the ability to work independently.
  • Hands-on experience with ticketing systems (Zoho or similar).
  • Excellent organizational skills, with the ability to manage multiple tasks under SLA deadlines.
  • Strong technical aptitude (file/user administration, account setup, basic troubleshooting).
  • Outstanding communication skills—able to explain technical solutions in simple terms.
  • Proven ability to act as a senior escalation point and mentor junior staff.
Nice to Have
  • Experience supporting SaaS or cloud-based platforms.
  • Familiarity with ITIL practices or SLA management.
  • Background in customer success, client onboarding, or B2B software support.
Why Join Us?
  • Opportunity to work with a global, fast-scaling team.
  • Exposure to complex, enterprise-level products and B2B clients.
  • A culture that values collaboration, continuous learning, and career growth.
  • Location: Remote

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