Tier 1 Customer Care Agent - Quezon City

Para lamang sa mga rehistradong miyembro Quezon City, Pilipinas

20 oras ang nakalipas

Employment Type: · Full-Time Employment · Work Set-Up: 100% Onsite · Work Schedule: · Night Shift (Following U.S Eastern Time Zone) · Salary Package: · Up to 40,000 Package · About The Client · A cloud-based employee experience platform designed to help organizations automate and ...

Paglalarawan ng trabaho

Employment Type:
Full-Time Employment

Work Set-Up: 100% Onsite

Work Schedule:
Night Shift (Following U.S Eastern Time Zone)

Salary Package:
Up to 40,000 Package

About The Client

A cloud-based employee experience platform designed to help organizations automate and improve the entire employee lifecycle — from preboarding and onboarding through retention and offboarding.

It's widely used by HR teams to streamline and modernize traditional human resources processes.

Position Overview

The client is looking for a Tier 1 Customer Care Agent to join our Customer Care team.

In this role, you will serve as the first point of contact for our customers, helping them resolve issues, navigate our platform, and have a positive, efficient support experience.

This position is ideal for someone who enjoys problem-solving, collaborating across teams, and thinking creatively about how customer support can continuously improve.

Duties And Responsibilities

Customer Interaction - Address and resolve customer inquiries and issues promptly, professionally, and empathetically - Handle more complex or escalated issues as needed to ensure timely resolution - Provide guidance and support to teammates facing challenging situations
Mentorship & Training - Support and mentor junior customer care representatives by sharing knowledge and best practices - Assist with training new team members on Click Boarding products, services, and support processes
Problem Resolution & Analysis - Take the lead on escalated issues, working collaboratively with other departments for swift resolution - Analyze trends in customer questions and concerns and propose proactive solutions - Apply out-of-the-box thinking to identify opportunities to improve workflows and the overall support model
Team & Cross-Functional Collaboration - Collaborate with team leads and internal partners to streamline processes and improve efficiency - Act as a communication bridge between frontline support and internal teams - Work closely with Product, Sales, and Marketing to stay informed on new features, promotions, and customer feedback - Share insights from customer interactions to support product and service improvements
Customer Feedback & Continuous Improvement - Gather and analyze customer feedback to identify opportunities for improvement - Recommend and help implement changes that enhance the overall customer experience

Required Skills & Qualifications

Communication Skills - Excellent verbal and written communication skills - Ability to articulate solutions clearly, professionally, and empathetically - Ability to communicate technical concepts to non-technical stakeholders
Problem-Solving & Critical Thinking - Strong analytical, critical-thinking, and troubleshooting skills - Ability to think on your feet and provide effective solutions - Proactive mindset with a drive to take initiative and think creatively
Customer Focus - Genuine commitment to providing outstanding customer service - Empathy and patience when addressing customer concerns
Teamwork & Mentorship - Ability to collaborate effectively with team members and other departments - Willingness to assist colleagues during busy periods - Ability to support and mentor junior or new team members
Adaptability - Comfortable working in a fast-paced environment with changing priorities - Openness to learning and adapting to new tools, processes, and technologies

Nice To Have

Experience supporting SaaS or technical platforms
Familiarity with ticketing or CRM systems
Exposure to compliance-driven environments (HR, onboarding, identity verification)
API experience and/or familiarity with Liquid coding

WHY INTELASSIST?

We grow together. We value your effort. We aim to empower you.