Customer Support Agents

Deliver Exceptional Experience | Customer Support Agent (Blended Voice & Non-Voice)

Type: Full-Time | Setup: Omnichannel Customer Experience

Core Channels: Live Chat, SMS/Text, Email & Phone Calls

Why You’ll Love Working With Us

Looking for a dynamic customer service role where no two days are the same? We are hiring sharp, adaptable, and customer-focused Customer Support Agents to join our team!

In this blended role, you get the best of both worlds: high-energy live chat/SMS support paired with targeted phone interactions. You will be the central voice and digital guide for our brand, solving real-time logistics inquiries and helping customers track down missing packages across multiple platforms.

What You’ll Be Doing

• Omnichannel Support: Resolve customer inquiries about order status, delivery instructions, and missing package requests via Live Chat, SMS/Text, and direct phone calls.
• Email & Phone Follow-ups: Handle inbound/outbound phone support and craft professional email follow-ups for complex cases needing secondary communication.
• Master the Multi-Task: Flexibly shift between taking phone calls and managing live digital channels—including up to 3 concurrent chat/text streams—without missing a beat.
• Hit Speed & Quality Milestones: Deliver swift responses (80% of live chats answered within 3 minutes) while maintaining high QA standards (90%+ audit scores across voice and text).
• End-to-End Problem Solving: Own the customer journey from quick chat resolutions to complex voice escalations, coordinating with internal teams when advanced handling is required.

What We’re Looking For

Minimum Qualifications:

• Education: High School Graduate (College undergrads or degree holders are strongly preferred).
• Communication: Excellent verbal English skills for phone calls paired with strong, clear written grammar and spelling for text/email channels.
• Tech-Savvy: Comfortable navigating dual monitors, phone systems, chat software, and internal digital platforms simultaneously.

Nice-to-Haves / Soft Skills:

• BPO or Customer Service Experience: Prior experience in voice or omnichannel BPO setups is a strong plus, but motivated beginners are welcome to apply!
• Multitasking & Calm Under Pressure: Ability to toggle smoothly between speaking on the phone and responding to chats with accuracy and composure.
• Problem-Solver Mindset: Empathetic, adaptable, and consistently customer-first across every channel.