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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on problem-solving, effective communication, and relationship building, particularly in B2B environments. Proficient in using CRM systems and AI-assisted tools to enhance customer interactions and support processes.
Highest-signal resume keywords
Customer Service ExperienceCRM System ProficiencyB2B Account ManagementTechnical TroubleshootingAI and Automation Tools Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical TroubleshootingCRM System ProficiencyCase ManagementData Privacy ComplianceHelpdesk System ExperienceKnowledge-Base ManagementMulti-TaskingTime ManagementProblem ResolutionCustomer Interaction Logging
Soft Skills
EmpathyPatienceAdaptabilityAnalytical ThinkingCollaboration
Tools & Technologies
ZendeskFreshdeskSalesforceAI-Assisted ToolsAutomation Tools
Industry Keywords
BPOContact-Centre EnvironmentSmart Home ProductsIoTApp-Based Products
Tech Stack
Tools & technologiesIoT
About the role
Key responsibilities & impact- Manage inbound and outbound customer interactions across phone, email and chat
- Investigate, prioritise and resolve customer queries, complaints and technical issues within agreed SLAs
- Perform first-level troubleshooting and problem determination
- Escalate or route complex cases to the appropriate team with clear, complete case notes
- Handle dissatisfied or escalated customers and work toward fair resolutions
- Track open cases through closure, follow up and return calls promptly
- Build trusted, long-term relationships with assigned customer accounts, particularly B2B partners
- Anticipate customer needs and identify opportunities to improve experience, retention and satisfaction
- Maintain current knowledge of products, services, policies and promotions
- Log customer interactions, case details and resolutions accurately in CRM and approved platforms
- Process customer account requests and related documents according to company procedures and data privacy requirements
- Follow communication guidelines, quality standards and company policies
- Collaborate with Product, Software, Sales and Marketing teams to resolve issues and share customer feedback
- Identify recurring problems and trends and suggest improvements to processes, help-centre content and response templates
- Use AI-assisted and automation tools responsibly to improve support speed, consistency and quality
- Attend team meetings, product trainings and refresher sessions and apply learnings to daily work
Requirements
What you’ll need- Completed at least 2 years of college
- At least 2 years of customer service experience handling calls, tickets and chat
- At least 1 year of recent experience in a BPO or contact-centre environment
- Hands-on experience with CRM or helpdesk systems (e.g., Zendesk, Freshdesk, Salesforce or similar)
- Experience using AI and automation tools in a support setting
- Excellent written and spoken English
- Genuine empathy and patience, with the ability to adapt to different customer personalities and situations
- Analytical, resourceful and comfortable troubleshooting technical or app-based issues
- Strong ability to multi-task, prioritise and manage time effectively in a fast-paced environment
- Takes accountability for cases from start to finish and works independently with minimal supervision
- Collaborates openly with colleagues and cross-functional teams
- Must be based in Cebu, Philippines
- Available for full-time rotating shifts, which may include nights and public holidays
- Preferred: Experience supporting smart home, IoT, hardware or app-based products
- Preferred: Experience managing B2B accounts or working with international customers across multiple time zones
- Preferred: Familiarity with knowledge-base management or writing help-centre articles
Benefits
Comp & perks- Remote (work-from-home) role
- Stable, high-speed internet connection and quiet, dedicated workspace required for the remote setup
- Willingness to travel occasionally for training, team events or business needs