Customer Service (Remote Position – Davao, Philippines)

We’re looking for a top-tier Virtual Customer Support in Davao, Philipines to bring efficient, excellent service and speed to our day-to-day operations. This is a high-responsibility role that requires outstanding communication skills, native-level English (spoken and written, with no accent), and a sharp eye for detail. You’ll serve as the operational backbone of our team—keeping our customer support system tasks on track, and communication flowing smoothly.
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What You’ll Own:
1. Front-line Support (Inbound Service)
- Handle customer inquiries by phone, email, chat, or social media.
- Troubleshoot common issues and provide resolutions quickly.
- Escalate technical or complex issues to higher-level support.

2. Retention & Relationship Management
- Manage upset or at-risk customers to reduce churn.
- Follow up on unresolved issues to ensure satisfaction.
- Identify upsell or cross-sell opportunities where appropriate.

3. Order & Account Management
- Assist with billing, subscriptions, or account updates.
- Process returns, exchanges, or cancellations.
- Verify customer information for security and compliance.

4. Outbound Service / Proactive Outreach
- Conduct follow-up calls to ensure satisfaction after purchases.
- Reach out for feedback or survey participation.
- Notify customers of updates, delays, or recalls.

4. Process & Systems Support
- Document customer interactions and resolutions in CRM/ticketing system.
- Monitor system alerts (e.g., downtime, delivery delays) and communicate proactively.
- Suggest improvements to FAQs, help articles, or self-service tools.

5. Internal Collaboration
- Share customer feedback with product, marketing, and operations teams.
- Assist sales teams by providing customer insights.
- Work with IT or logistics when customer-impacting issues arise.

6. Professional Representation
- Act as the “voice of the brand” with empathy, patience, and professionalism.
- Maintain consistent tone and service quality across all channels.

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Please answer the following screening questions as best as you can. If you do not answer them, the application will not be looked at.

Screening Questions:
1. What is your email address?
Please provide a reliable email where we can contact you for the next steps.

2. What is your phone number?
Include your country code and make sure it’s a number we can reach you on for a quick call if needed.

3. What is your internet speed?
Please run a speed test at ---------- and upload a screenshot of the results.

4. What are your current computer specifications?
Include the following:
o Processor model
o Storage type (SSD or HDD) and capacity
o RAM (amount in GB)

5. Can you work from 7:00 AM to 4:00 PM Pacific Time (your night shift)?
Please confirm your availability for this schedule.

6. This is strictly a salary-based job. Occasionally, overtime may be required. Is that okay with you?

7. How would you rate your spoken English skills out of 10? (10 = native-level fluency)
Please elaborate on your rating.

8. Do you have an accent when you speak English on calls?
Please answer honestly and explain if applicable.

9. How would you rate your quick thinking ability out of 10? (10 = fast thinking and able to explain things clearly)
Please elaborate on your rating.

10. Do you consider yourself good with computers?
Please elaborate with examples of tools, software, or tasks you’re confident handling.

11. Tell us about a time you proactively solved a problem without being asked.
What was the situation, what did you do, and what was the result?

12. Upload a video intro about yourself.