Virtual Assistant - Customer Service & Operations Support Representative

We are looking for a highly organized and adaptable Virtual Assistant who can seamlessly balance both Customer Service and Operations Support responsibilities for the launch of our quest-to-earn platform, designed to integrate Web2 users into the Web3 ecosystem. The successful candidate will not only address customer inquiries but also support our Operations Department by managing load/inventory purchases, tracking replenishments, and handling critical documentation with meticulous attention to detail. While this is a remote position, the candidate must be available for face-to-face meetings in Makati as needed for planning or training purposes.

Customer Service:

• Serve as the primary point of contact for users, providing clear, professional, and timely support across multiple channels (call, SMS, email, chat, social media) in both English and Filipino.
• Diagnose and resolve user issues related to onboarding, participation in quests, and rewards redemption, using a strong understanding of platform functionality.
• Efficiently troubleshoot app-related technical issues such as connectivity problems or app errors, escalating complex problems to the tech team while ensuring timely follow-up with the user.
• Maintain a detailed log of customer interactions and issues, identifying recurring problems and providing valuable insights for improving the user experience.

Operations Support:

• Assist in the tracking of load and inventory purchases, ensuring that all rewards-related inventories are tracked, monitored, and replenished in a timely manner to maintain uninterrupted service.
• Coordinate with suppliers and vendors to manage load/inventory orders and replenishments, ensuring efficient stock flow and addressing any potential delays or discrepancies.
• Develop and maintain comprehensive documentation for all inventory and load management processes, ensuring data accuracy and organization for easy reference.
• Provide administrative support to the Operations team, including the preparation of operational reports, tracking key metrics, and assisting in the improvement of internal processes.
• Support ongoing operational initiatives by assisting with process enhancements, identifying operational bottlenecks, and ensuring smooth execution of administrative tasks.

Requirements

• Customer Service Experience: At least 2 years of experience in a customer service role, preferably in a digital or technical environment. Experience with mobile apps, platforms, or digital services is highly desirable.
• Operations Support Experience: Experience in managing inventory, purchasing, or administrative tasks related to operations is preferred. Strong organizational skills and the ability to manage multiple tasks effectively are essential.
• Technical Proficiency: Strong troubleshooting skills with an ability to resolve app and platform-related technical issues. Familiarity with CRM systems and operational software is a plus.
• Communication Skills: Outstanding verbal and written communication skills in both English and Filipino. Must be able to articulate complex technical solutions clearly and simply.
• Meticulous Attention to Detail: Demonstrated ability to maintain accurate documentation, track inventory, and ensure operational data integrity with minimal errors.
• Problem-Solving: Proactive, solution-oriented mindset with the ability to think critically and manage complex customer service and operational tasks.
• Adaptability: Ability to balance both customer service and operational responsibilities, demonstrating flexibility and initiative.
• Availability: Remote, work-from-home role, but must be willing to attend occasional in-person meetings in Makati for planning or training.