Customer Service Associate – Voice & Chat Support

Job Description:

  • Handle inbound customer inquiries across voice, chat, and email
  • Diagnose issues quickly and take action—not just document problems
  • Coordinate internally to resolve cases instead of redirecting customers
  • Follow up until every case is closed
  • Maintain clarity and accuracy in every interaction
  • Respond to inbound customer inquiries via voice, chat, and email
  • Handle issues directly instead of deferring or redirecting by default
  • Maintain control of the interaction until resolution or escalation
  • Identify the root issue, not just the surface complaint
  • Take action to resolve or coordinate resolution immediately
  • Own the case until it is fully closed or properly handed off
  • Escalate only when necessary—and never without full context
  • Ensure escalations are complete, clear, and actionable
  • Follow up on escalations until resolution is confirmed
  • Re-contact customers or internal teams until issues are resolved
  • Document all interactions clearly and immediately
  • Maintain accurate ticket status at all times
  • Keep records clean, structured, and audit-ready
  • De-escalate frustration while still driving resolution
  • Balance empathy with action (not just apologies)

Requirements:

  • 2+ years experience in customer service, support, or BPO voice/chat roles
  • Strong English communication skills (spoken and written)
  • Comfortable handling angry, confused, or repetitive customers daily
  • Able to resolve issues without relying heavily on escalation
  • Strong follow-up discipline until resolution
  • Able to work US-aligned night shift from the Philippines

Benefits:

  • Paid Time Off (PTO)
  • HMO
  • Fully Remote Work
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