Job description
Join NovaSphere Global as a Customer Service Representative and be the voice of our brand across channels.
In this full-time role based in Manila, you will assist customers via phone, email, and chat; resolve inquiries with courtesy and efficiency; and collaborate with cross-functional teams to ensure best-in-class service.
What we offer: competitive salary, comprehensive training, performance bonuses, healthy work-life balance, and opportunities for advancement.
Responsibility
- Respond to customer inquiries via phone, email, and live chat with accuracy, courtesy, and a customer-first attitude.
- Diagnose issues, provide clear solutions, and guide customers through resolution steps until satisfaction is achieved.
- Log and manage customer interactions in our CRM, ensuring data accuracy, timely updates, and proper tagging for trend analysis.
- Escalate complex or unresolved issues to the appropriate team with clear context and documentation.
- Maintain service level targets and respond promptly to inquiries to uphold high customer satisfaction scores.
- Collaborate with product, sales, and operations teams to communicate customer feedback and improve processes.
- Identify recurring issues and contribute to knowledge base updates and self-service resources.
Qualification
- Minimum high school diploma or equivalent; bachelor’s degree preferred.
- 1–2 years of experience in customer service, call center, or help desk environments.
- Excellent written and verbal English communication and strong phone etiquette.
- Proficiency with CRM platforms and support tools (eg, Zendesk, Freshdesk) or similar systems.
- Ability to multitask, stay organized, and manage time effectively in a fast-paced environment.
- Empathy, problem-solving mindset, and a positive, can-do attitude.
- Willingness to work a shift-based schedule, including evenings or weekends as needed.
- Reliable computer setup and a stable internet connection suitable for on-site work.