Job Title: Customer Service Representatives - virtual Process

Location: Mandaue City Cebu

Employment Type: Full-Time

Work Schedule: Shifting Schedule

Job Summary:

We are looking for a dependable and tech-savvy Customer Service

Representative (CSR) to join our virtual support team. This role involves providing high-quality service through digital channels in a fully remote work environment. You will resolve customer issues, provide information, and ensure customer satisfaction using a standardized virtual service process.

Key Responsibilities:

• Handle incoming customer inquiries via email, live chat, phone, or messaging apps in a remote setting.
• Follow a structured virtual customer service process to respond, resolve, and document issues.
• Utilize company platforms such as CRM, ticketing systems, knowledge base, and communication tools to manage cases.
• Maintain accurate, real-time documentation of all interactions in the system.
• Escalate unresolved issues to appropriate virtual support levels or departments.
• Meet remote performance metrics including response time, resolution rate, and CSAT.
• Attend virtual team meetings, training sessions, and coaching calls as required.
• Adhere to data privacy, remote work, and customer service policies.

Requirements:

• Previous experience in a customer service or virtual support role (preferred).
• Strong communication skills — written and verbal.
• Proficiency with virtual tools (e.g., Zendesk, Intercom, Salesforce, Zoom, Slack).
• High-speed internet and a quiet, distraction-free home workspace.
• Ability to multitask across platforms and handle a digital workflow independently.
• Willingness to work flexible hours, including weekends or evenings if needed.

Preferred Qualifications:

• At least Highschool Grad or College grad or undergrad.
• BPO Experience is not required.
• Must be proficient in English.

Benefits:

• Paid training and development
• Performance-based incentives

Qualifacations:

• Highschool grad or College grad, College Undergraduate.
• BPO experience not required but an advantage.

Availability & Schedule

• Willingness to work flexible shifts, including:
• Nights, weekends, and holidays
• Rotating schedules or fixed shifts depending on operational needs