Magic
Customer Support Representative – Freelance, Remote – PH
Department: Boutique Client
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
Training program:
Comprehensive onboarding covering company policies, products, and support processes for multiple clients
Hands-on training with various CRM systems and other necessary tools
Ongoing professional development opportunities to expand industry-specific knowledge
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
Magic
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