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Customer Support Specialist

extra holidays - extra parental leave - fully flexible

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Philippines

Offer summary

Qualifications:

2+ years in customer support role, Experience in call-heavy environment, Familiarity with customer support software, Strong time management skills, Fluent in English, spoken and written.

Key responsabilities:

Handle after-hours and overflow phone calls
Respond to customer inquiries and resolve issues
Take detailed messages for in-house team
Utilize software to manage customer interactions
Provide excellent, non-sales focused customer service

Specialist.PH Marketing & Advertising Startup https://specialist.ph/

11 - 50 Employees

See more Specialist.PH offers

Job description

This is a remote position.

Specialist.PH is seeking a highly organized and service-oriented Customer Support Specialist to assist with after-hours and overflow phone calls and sms text-based support. The primary focus of this role is to manage and follow up on voicemails, text messages, and potentially take live calls when appropriate.

What will you do? You will…

Handle a high volume of calls, voicemails, and text messages, primarily during US-based after-hours or peak overflow periods.
Respond to common customer inquiries such as scheduling appointments, rescheduling, and basic billing questions.
Take detailed messages and forward them to the appropriate in-house team members, ensuring seamless communication.
Utilize the software to manage customer interactions via text and email, and handle customer communication through the Nice VOIP phone system.
Provide excellent customer service without the pressure of sales targets, focusing solely on customer satisfaction and support.

Requirements

You might be the one we are looking for if you…

Have 2+ years of proven experience in a customer support role, preferably in a call-heavy environment
Have the ability to address common customer inquiries directly, with a focus on resolving low-complexity issues like appointment scheduling and basic billing questions.
Are familiar with customer support software, particularly PestRoutes (FieldRoutes) and Nice phone systems, is highly desirable.
Have experience with VOIP systems and text-based customer support
Are comfortable to be client facing
Have strong time management skills and attention to detail.
Are fluent in English both speaking and writing
Very detail-oriented, please include the phrase “Customer Support Pro” in your CV or letter
Can work in US Time Zone (can overlap US afternoon or evening by 4 hours)
Have a good internet connection and video conference capabilities