Customer Service Associate (Voice & Chat Support)
New
S
Scale VirtuallyCustomer Service
Philippines, US-aligned night shiftContractMiddle
Salary not disclosed
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Job Details
- Languages
- Strong English communication skills
- Experience
- 2+ years experience in customer service, support, or BPO voice/chat roles
- Required Skills
- CRMCustomer supportGoogle WorkspaceZendesk
Requirements
- 2+ years experience in customer service, support, or BPO voice/chat roles.
- Strong English communication skills (spoken and written).
- Comfortable handling angry, confused, or repetitive customers daily.
- Ability to resolve complex issues without relying heavily on escalation.
- Strong follow-up discipline until resolution is confirmed.
- Ability to work US-aligned night shift from the Philippines.
- Experience with ticketing systems (e.g., Zendesk, Freshdesk).
- Proficiency with CRM systems and VoIP/dialer tools.
- Familiarity with Google Workspace and email/chat platforms (e.g., Intercom).
- Proven ability to take ownership of customer outcomes.
Responsibilities
- Respond to inbound customer inquiries via voice, chat, and email.
- Identify root issues rather than just surface complaints.
- Coordinate with internal teams to drive case resolution instead of redirecting customers.
- Follow up on cases and escalations until a confirmed resolution is reached.
- Maintain clear, accurate, and audit-ready records in CRM and ticketing systems.
- De-escalate frustrated customers through proactive resolution-focused actions.
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