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.