Customer Service Representative Jobs

Customer Service Representative

Helpware

Location:
Philippines, Cebu

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As a Customer Support Representative, you will serve as the first point of contact with customers and must be focused on providing excellent customer experience at all times. CSR will handle all incoming requests on different channels.

Job Responsibility:

Become an expert on the product, knowing all the specifics of its functioning
Provide first-level support to customers via email, phone, and/or chat in a timely and professional manner
Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps
Maintain a positive, empathetic, and professional attitude toward customers at all times
Work on creating, updating, or adjusting customer accounts by documenting personal information
Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties
Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms
Process and prepare information for auditing and reporting purposes
Update internal and customer-facing knowledge bases
Convert clients’ feedback into feature requests for the development of the product
Escalate unresolved issues to Tier 2 support or relevant departments while maintaining ownership of the case until resolution
Effectively communicate technical information to non-technical users
Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps
Other related tasks assigned by managers of the Clients and/or Helpware.

Requirements:

Must be able to work full time, 40 hrs per week
Must have at least 6 months of CSR experience
Able to work on the ff. schedule: 8 am EST-5 PM PST Monday-Friday
Excellent English communication skills both verbal and written
Can work independently and in a team.

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

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