Location: Pampanga

Work Type: Permanent / Full Time

Roles and Responsibilities

  • Assisting customers by calling, emailing, or chatting in with support questions
  • Assisting customers calling in with inbound customer service related questions or concerns about shipping, returns, or policies
  • Responding to inbound emails from customers in a polite, professional manner providing answers to all questions and any additional information that the customer may find helpful
  • Helping customers to find the proper equipment to meet their individual needs and sets up sales orders which includes providing assistance in selecting an appropriate carrier, confirming the accuracy of the order, and processing a credit card authorization
  • Creating new customers in our ERP and makes any necessary adjustments to customer accounts as needed
  • Always maintain a professional and courteous demeanor and providing the highest level of support in order to resolve any difficult situation that may arise
  • Working with Inside Sales Representatives, Technical Experience
  • Representatives and other team members to provide superior service internally as well as externally
  • Any other duties that are assigned

Required Experience

  • 1-2 years customer service experience
  • Level 1 Technical Support experience either IRL or via phone preferred
  • Ability to independently research, troubleshoot and probe technical issues
  • Must have superior attention to detail
  • Excellent communication, listening, and problem-solving skills
  • Mac Hardware/Software experience preferred
  • Ability to adapt to change and work in a fast-paced, ever-changing environment
  • 40 WPM or greater required and strong data entry skills helpful
  • Ability to multi-task, prioritize workload and work with a sense of urgency in order to meet the needs of business needs
  • Strong team skills and the ability to work well with others are required
  • Genuine empathy and interest in assisting others will ensure long-term stability and enjoyment

Minimum Qualifications

  • Two-year college (Associate’s Degree)1-3 years
  • Trade or Technical School (Certificate or diploma) 3-5 years
  • Four-year college (Bachelor’s Degree) 5+ year
  • 1-2 Years of customer service support

A Successful Candidate must have

  • Applicable Call Center performance metrics
  • Ability to answer questions and fix customer problems that are brought up
  • Call, email, & Chat quality
  • Demonstration of initiative for completing work

Proficient with 

  • Microsoft Excel
  • Google Apps

Experience Advantage

  • Experience in Technical support

ShoreXtra Perks

  • Free barista-style coffee
  • Free parking and jeepney services
  • Highly engaged team
  • Unlimited potential for growth
  • Challenging role
  • Fun and family-oriented working environment