Non- Voice Customer Service Representative

Job Title: Non-Voice Customer Service Representative (Chat and Email)

Job description:

• Work Setup: Fully Onsite
• Location: Double Dragon Pasay
• Schedule: Shifting
• Support Channels: Chat, Email & Support Tickets

Job Overview

We are looking for a Non-Voice Customer Service Representative (Chat and Email) with strong customer support experience to join our team.

This is a senior, non-voice support role responsible for handling escalated and complex customer concerns that require independent judgment, critical thinking, and strong written communication.

The ideal candidate should be confident in resolving customer issues independently while following established policies, support guidelines, and escalation procedures.

Key Responsibilities

• Independently resolve escalated customer concerns involving billing, delivery, account issues, and other complex cases.
• Review customer account information, transaction history, and previous interactions before providing a resolution.
• Ask appropriate follow-up questions when information is incomplete or unclear.
• Handle multiple concerns within a single chat, email, or support ticket.
• De-escalate frustrated or upset customers and prevent issues from becoming formal complaints.
• Communicate naturally, clearly, professionally, and empathetically in written English.
• Provide accurate information and set realistic expectations without making unauthorized commitments.
• Follow established support playbooks, policies, and escalation procedures.
• Identify recurring customer issues and provide feedback to improve support processes.
• Maintain complete and accurate case documentation.
• Coordinate effective handoffs with Tier 1 and internal teams when further escalation is required.
• Maintain customer privacy, security, and confidentiality at all times.

Requirements

• 3–4+ years of customer support experience.
• Native English Speaker with excellent written and spoken English.
• Demonstrated native-level English fluency, natural written communication, and strong comprehension.
• Experience handling escalations, complex customer concerns, or sensitive cases.
• Strong critical thinking, problem-solving, and independent decision-making skills.
• Excellent written communication and attention to detail.
• Comfortable handling difficult or frustrated customers through chat and email.
• Experience using CRM or ticketing platforms such as Zendesk, Customer, Front, Gorgias, Freshdesk, Salesforce, Intercom, or similar systems.
• Comfortable working with sensitive customer information and system access.

Preferred Experience

Experience in any of the following industries or environments is preferred:

• Healthcare / Telehealth
• Subscription / E-commerce
• SaaS
• Fintech / Insurance
• Other regulated or process-sensitive customer support environments

Pay: Php30,000.00 - Php35,000.00 per month

Work Location: In person