Support Agent

New

PadSplitAffordable Housing

Anywhere In PhilippinesContractMiddle

Salary9,600 USD per year

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Job Details

Experience: 3+ years
Required Skills: SalesforceGoogle WorkspaceZendeskTroubleshootingActive listeningCRMCustomer support

3+ years of experience in high-volume customer care, preferably in a fast-paced contact center or remote tech support environment.
Prior background in PropTech, housing, property management, or hospitality.
Hands-on experience with omnichannel support platforms such as Zendesk, Intercom, or Salesforce.
Experience with cloud phone systems (VoIP).
Exceptional written and verbal communication skills with the ability to de-escalate tense conversations.
Intermediate-to-advanced digital skills, including fluency in Google Workspace.
Demonstrated ability to follow Standard Operating Procedures and security protocols precisely.
Strong analytical and critical-thinking skills for effective problem solving.
Willingness to work flexible shifts, including evenings, weekends, and holidays.
Exemplary attendance, punctuality, and self-discipline.

Serve as the frontline point of contact for PadSplit Members across inbound calls and email tickets.
Troubleshoot and resolve issues related to membership, billing, and property inquiries.
Maintain detailed, accurate case logs in the CRM system (e.g., Zendesk); efficiently triage and escalate complex issues.
Ensure high-quality, timely resolutions that align with key performance metrics such as First Contact Resolution (FCR) and Customer Satisfaction (CSAT).
Deliver compassionate, calm, and professional support during sensitive or high-stress situations.
Continuously build working knowledge of PadSplit's software features, terms of service, and occupancy guidelines.
Actively flag recurring member pain points and suggest improvements to standard operating procedures and knowledge base articles.

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