Phone Support Representative

4 hours ago

Pasay, National Capital Region, Philippines a-991d-49c7-975e-2ab27e4b1cf4 Full time ₱150,000 - ₱250,000 per year

Job Summary:

We are hiring a Phone Support Representatives to provide first-line assistance to customers or internal users via phone. The ideal candidates will deliver prompt, courteous, and accurate support while documenting issues, guiding users through solutions, and escalating complex cases as needed. This role is critical for maintaining high levels of customer satisfaction and efficient problem resolution.

Key Responsibilities:

· Answer incoming phone calls and provide technical or customer service support in a professional and timely manner.

· Accurately log all interactions and incidents in the ticketing or CRM system.

· Follow standard operating procedures to resolve common issues or inquiries.

· Escalate complex or unresolved issues to Tier 2 support, supervisors, or technical teams as appropriate.

· Assist with troubleshooting of common issues such as account access, product usage, or technical problems.

· Provide product/service information and educate users to prevent repeat inquiries.

· Maintain a high level of empathy, patience, and professionalism with each interaction.

· Meet or exceed performance metrics including call resolution rate, customer satisfaction, and response time.

· Collaborate with team members and participate in ongoing training to stay up-to-date on systems and products.

· Adhere to company policies regarding data privacy, quality, and compliance.

Qualifications:

· Bachelor's degree in Education, Human Resources, Business Administration, IT or a related field.

· –2 years of experience in customer service, technical support, or call center roles preferred.

· Excellent verbal communication and active listening skills.

· Strong problem-solving skills and the ability to think quickly under pressure.

· Familiarity with ticketing systems (e.g., Zoho, Redmine) or CRM platforms is a plus.

· Basic computer literacy; ability to navigate multiple systems while on a call.

· A team player with a strong work ethic and commitment to excellent service.

· Willingness to work flexible hours, including evenings, weekends, or shifts (if required).

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