Customer Service Representative (Non-Voice)

Key Responsibilities

• Respond to customer inquiries through email, live chat, and other non-voice communication channels.
• Handle complex customer concerns and provide timely, accurate, and professional resolutions.
• Maintain a high level of customer satisfaction through excellent written communication.
• Manage escalated customer cases and recommend appropriate solutions.
• Ensure compliance with company policies and client service standards.
• Document customer interactions accurately and maintain complete records.
• Coordinate with internal departments to resolve customer concerns efficiently.
• Assist in process improvements and share best practices with the team when necessary.
• Perform other tasks assigned by management.

Qualifications

• Bachelor's degree in any field is preferred.
• Must have at least 3–5 years of Customer Service experience.
• Must have previous experience as a Senior Customer Service Representative, Team Lead, Supervisor, or in another leadership role within a customer service environment.
• Experience in handling escalations and complex customer concerns is required.
• Excellent written English communication skills with strong grammar and attention to detail.
• Experience in non-voice support (email, chat, or ticketing systems) is highly preferred.
• Strong analytical, problem-solving, and decision-making skills.
• Able to work independently with minimal supervision.
• Proficient in Microsoft Office and customer support platforms.
• Willing to work onsite in Clark Freeport Zone, Pampanga.
• Willing to work on a night shift schedule.