job description
Join Foundever as a Customer Support Agent and become part of a global team dedicated to delivering exceptional customer experiences. This role offers a PHP 1,000 Day 1 bonus and the opportunity to work remotely from beautiful Bali, including locations like Canggu, Ubud, Denpasar, and more.
In this dynamic position, you will serve as the first point of contact for customers, addressing inquiries, resolving concerns, and ensuring a seamless experience. Your role is critical in maintaining customer satisfaction and loyalty by providing timely, professional, and empathetic support. With a minimum of 6 months of experience in Customer Care (CCE) or Customer Facing Experience (CFE), you’ll thrive in a fast-paced environment where your communication skills and problem-solving abilities make a real impact.
Foundever is a leader in customer experience management, offering cutting-edge solutions and a supportive work culture. Enjoy flexible remote work options, career growth opportunities, and the chance to collaborate with a diverse, international team.
Responsibility
- Respond promptly and professionally to customer inquiries via phone, email, chat, or other communication channels.
- Resolve customer concerns and escalations with empathy and efficiency, ensuring a positive outcome.
- Document all customer interactions accurately in the CRM system for tracking and follow-up purposes.
- Collaborate with cross-functional teams to address complex customer issues and improve service quality.
- Provide product or service information to customers, guiding them through troubleshooting steps when necessary.
- Identify recurring customer issues and suggest process improvements to enhance overall satisfaction.
- Meet and exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.
- Stay updated on company policies, products, and industry trends to deliver accurate and relevant support.
Qualifications
- Minimum of 6 months of experience in Customer Care (CCE), Customer Facing Experience (CFE), or a related customer service role.
- Excellent verbal and written communication skills in English with a neutral accent.
- Strong problem-solving and analytical skills to assess customer needs and provide effective solutions.
- Ability to work independently in a remote setting while maintaining high productivity and attention to detail.
- Proficiency in using CRM software, helpdesk tools, and Microsoft Office applications.
- High emotional intelligence and patience to handle difficult or frustrated customers with professionalism.
- Flexibility to work in shifts, including weekends or holidays, as per business requirements.
- Reliable internet connection and a quiet workspace suitable for remote work.