Customer Service Associate (Voice & Chat Support) - Philippines | US Hours

We are looking for Virtual Professionals based in the Philippines.
This is a fully remote position for the role of Customer Service Associate (Voice & Chat Support) – Philippines | US Hours

• Applications with an introduction video attached will be prioritized.
Due to the fully remote nature of this role, it is important that candidates are comfortable communicating on video calls.

Role Summary

A Customer Service Associate is responsible for resolving customer issues from start to finish—across voice, chat, and email—without passing problems around or leaving cases unresolved.

This is not a “response role.”
This is a resolution role.

You are expected to take ownership of customer issues the moment they come in and drive them to closure—regardless of complexity, repetition, or customer frustration.

In practice, you will:

• 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

Every customer interaction must end in one of three outcomes:

• Resolved
• Clearly escalated with ownership assigned
• Closed with documented resolution attempt

Nothing stays “open-ended.”

Filtering signal:
This role is not for candidates who avoid difficult conversations, rely on templates without thinking, or pass customers between teams instead of solving issues.

Core Responsibilities

1. Real-Time Customer Support

• 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

2. Issue Diagnosis & Resolution Ownership

• 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

3. Escalation with Accountability

• Escalate only when necessary—and never without full context
• Ensure escalations are complete, clear, and actionable
• Follow up on escalations until resolution is confirmed

4. Follow-Up Until Closure

• Re-contact customers or internal teams until issues are resolved
• Do not leave tickets open due to silence or delays
• Ensure every case has a defined end state

5. CRM / Ticketing Discipline

• Document all interactions clearly and immediately
• Maintain accurate ticket status at all times
• Keep records clean, structured, and audit-ready

6. Customer Experience Ownership

• De-escalate frustration while still driving resolution
• Balance empathy with action (not just apologies)
• Ensure customers feel progress—not repetition

Requirements (Non-Negotiable)

• 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

Filtering signals:

• If you avoid phone calls or difficult customers, this role will not work
• If you rely on scripts without adapting, this role will not work
• If you pass customers between teams instead of resolving issues, this role will not work

Tools

• Zendesk / Freshdesk / similar ticketing systems
• CRM systems
• VoIP / dialer tools
• Email & chat platforms (Intercom, etc.)
• Google Workspace

What We Actually Care About

• You resolve issues instead of passing them around
• You stay with a case until it is fully closed
• You can handle frustrated customers without losing control
• You follow up internally and externally until resolution
• You take ownership of outcomes, not just replies
• You improve customer experience through action, not apologies

What This Role Is NOT

• Not a scripted response-only support role
• Not a “ticket forwarder” between departments
• Not for candidates who avoid voice support or difficult customers
• Not for people who leave cases unresolved or pending indefinitely
• Not a passive chat/email-only position

Position Details

• Remote (Philippines-based)
• US-aligned night shift required
• Full-time contractor
• High-volume support environment
• Performance measured by resolution time, quality, and customer satisfaction

Application Instructions

Submit:

• Resume
• Short introduction video (1–2 minutes)

AND complete this:

You receive 3 customer cases:

• A customer is angry about a recurring issue but provides unclear details
• A customer is calm but their issue requires multiple internal teams
• A customer stops responding mid-resolution

Explain:

• Your exact step-by-step handling for each case
• How you prevent delays or dropped tickets
• When you escalate and why

We are evaluating ownership, not politeness.

Benefits

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