Customer Support Representative – Freelance, Remote

Customer Support Representative – Freelance, Remote

Department: Support & Leadership

Employment Type: Freelance

Location: Philippines

Reporting To: Client via Magic

Compensation: ₱40,000 / month

Description

About Our Clients

 Our clients are innovative companies spanning various industries, including insurance, fitness, home services, and consumer electronics. These forward-thinking businesses are united in their commitment to revolutionizing their respective fields through cutting-edge technology and user-centric solutions. From pioneering insurance products to state-of-the-art fitness platforms and smart home appliances, our clients are dedicated to enhancing the daily lives of their customers through intuitive, efficient, and reliable products and services.
Why does this role exist? 
This Customer Support Representative role is essential to our clients’ missions of delivering exceptional customer experiences across their diverse product lines. As these companies grow and innovate, there’s an increasing need for versatile, dedicated support professionals to ensure users can fully leverage our clients’ solutions. This position exists to provide knowledgeable, empathetic, and efficient support, contributing directly to customer satisfaction and our clients’ continued success in their respective markets.

The Impact you’ll make

Customer Communication

• Respond to customer inquiries via multiple channels (email, chat, phone, social media)
• Provide accurate product information and troubleshooting steps
• Engage in real-time support during business hours

Support Ticket Management

• Monitor and respond to support tickets in various CRM systems
• Escalate complex issues to appropriate teams or individuals
• Track and follow up on open tickets to ensure timely resolution

Technical Assistance

• Offer basic technical support for common issues across different product lines
• Guide customers through account setups and product usage
• Create and maintain step-by-step troubleshooting guides

Administrative Support

• Manage schedules and coordinate appointments when necessary
• Perform data entry and maintain accurate customer records
• Assist with various administrative tasks to support team efficiency

Process Improvement

• Identify recurring issues and suggest improvements
• Contribute to the development of FAQs and knowledge-base articles
• Collaborate with team members to enhance customer support processes

What to expect…

• Work-from-home setup:
• Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
• Internet speed of at least 40MBPS
• Headset with an extended mic that has noise cancellation and a webcam
• Back-up computer and internet connection
• Quiet, dedicated workspace at home
• Working hours: Full-time position, 40 hours per week. Shifts may vary and include weekends, typically falling between 6 AM to 7 PM EST/CST/PST.
• Salary range: Starting at $5 per hour, with potential for growth based on performance and experience

Skills, Knowledge and Expertise

Required Experience

• Required Experience
• At least 1 year of experience in a customer support role or a similar role.
• Excellent written and verbal communication skills in English
• Proficiency in using CRM systems and basic office software
• Ability to work in a fast-paced, dynamic environment
• WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

Your superpowers are… 

• Exceptional attention to detail and accuracy
• Strong problem-solving and critical thinking skills
• Ability to multitask and prioritize effectively across multiple client needs
• Empathy and patience when dealing with diverse customer concerns
• Adaptability to new technologies, processes, and industry-specific knowledge
• Self-motivation with a proactive approach to work
• Excellent time management skills
• Ability to remain calm and professional under pressure

You should apply if… 

• You thrive in a dynamic environment and embrace the challenge of supporting multiple industries
• You’re passionate about delivering outstanding customer experiences
• You have a strong work ethic and are comfortable with flexible schedules
• You’re detail-oriented and take pride in the accuracy of your work
• You enjoy collaborating with team members to improve processes
• You’re eager to grow and learn across various rapidly evolving industries
• You value clear communication and are comfortable in a remote work setting
• You’re enthusiastic about supporting customers across a diverse range of innovative products and services

Benefits