Customer Service Support

1 week ago


Manila, National Capital Region, Philippines Rippedboxstation Full time ₱30,000 - ₱60,000 per year


Position: Customer Service Support
Number of hours: 60 hours/week
Schedule: __
Open Position: 2

Tasks required:

Respond promptly and professionally to customer inquiries via live chat, email, phone, and social media DMs

Maintain a high level of empathy, accuracy, and customer satisfaction in every interaction

Use CRM systems to track tickets, customer history, and resolutions

Make and receive calls using cloud phone systems, particularly OpenPhone

Assist customers with basic troubleshooting for our mobile apps (iOS and Android)

Escalate technical issues to relevant departments as needed

Monitor and manage support queues to ensure timely follow-ups

Create or update support documentation as necessary

Identify recurring customer issues and report trends to improve support processes

Ensure SLAs (Service Level Agreements) and KPIs are met

Collaborate with other team members for seamless customer support coverage

Provide feedback on tools, workflows, or customer pain points for continuous improvement

Requirements:

Excellent communication skills oral and written (non-negotiable)

Proven experience in customer support (chat, email, phone, and social media)

Familiarity with CRMs (e.g., HubSpot, Zendesk, Freshdesk, etc.)

Experience using cloud phone systems, especially OpenPhone

Ability to troubleshoot basic app issues on both Android and iOS

Strong multitasking and organizational skills

Self-starter who can work independently and take initiative

Reliable internet connection and a quiet workspace

Work Schedule:

VA #1: 9:00 AM 9:00 PM (12-hour shift)

VA #2: Night shift / graveyard hours following VA #1's schedule

Note: No work required on official holidays




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