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Remote Customer Support Representative (For Pooling)

extra holidays - extra parental leave

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

Philippines

Offer summary

Qualifications:

1-3 years in customer support or call center., High school diploma; bachelor's preferred., Excellent verbal and written English skills., Familiarity with customer service tools..

Key responsabilities:

Respond to customer inquiries via various channels.
Identify and troubleshoot customer issues.

The Back Room Outsourced Professionals Scaleup https://thebackroomop.com/

201 - 500 Employees

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Job description

Want to be part of a community that focuses on work-life balance, provides competitive salary and fantastic opportunities?

The Backroom Offshoring Inc. is a KPO company experiencing strong dynamic growth and we want you to be part of it!

Located at One West Aeropark in Clark Pampanga, a world-class building with top facilities, a conducive work environment is guaranteed!

Job Overview:

We are seeking a Remote Customer Support Representative to join our team and provide exceptional support to our customers’ customers. The ideal candidate is empathetic, detail-oriented, and dedicated to ensuring the end customers have a positive experience with our products and services. You will act as the first point of contact for end customers, resolving inquiries and technical issues efficiently and professionally.

Key Responsibilities:

Respond to customer inquiries via email, phone, live chat, or other communication channels in a timely and professional manner.

Identify and troubleshoot customer issues, providing accurate solutions or escalating complex problems as needed.

Guide customers through product or service features, helping them optimize their experience.

Maintain detailed and accurate records of customer interactions, including issue resolution in the support ticketing system.

Collaborate with internal teams (e.g., Product, Sales, Technical Support) to ensure prompt issue resolution and continuous service improvement.

Monitor customer feedback to identify pain points and suggest improvements to processes or product features.

Meet or exceed performance metrics, including response times, resolution times, and customer satisfaction scores.

Qualifications & Skills:

Experience: 1-3 years of experience in customer support, call center, or a related role (preferably in Financial Technology).

Education: High school diploma or equivalent (Bachelor’s degree preferred).

Skills:

Excellent verbal and written English communication skills.

Strong problem-solving and critical-thinking abilities.

Ability to handle multiple tasks and prioritize effectively.

Familiarity with customer service tools (e.g., Zendesk, Salesforce, or similar CRM software).

Empathy and patience when dealing with customer concerns.

Preferred Qualifications:

Multilingual abilities (especially in Western European languages) are a plus.

Knowledge of the Financial Technology industry is advantageous.

Core Perks and Benefits:

HMO on your first day + Free coverage for 2 dependents on your 2nd year
Government-mandated benefits
20 Annual Leave Credits
13th-month pay
Birthday Leave
Bereavement Leave

NOTE: This position is exclusively open to Philippine citizens currently living in the Philippines. While remote work offers flexibility, please note that this role requires adherence to local regulations, making it suitable only for those based in the Philippines. We appreciate your understanding and look forward to receiving applications from qualified candidates who meet these criteria.

Onsite/Hybrid employee additional benefits: