Customer Care Specialist

Be Part of Our Next Chapter of Growth and Success!

This role is ideal for someone who enjoys solving problems, helping customers, and providing world-class service across multiple communication channels.

Working closely with our Customer Care team, you'll be the first point of contact for customers, assisting with product enquiries, troubleshooting issues, and ensuring every interaction delivers a positive customer experience. You'll receive comprehensive product and systems training and have the opportunity to work within a collaborative, global support environment.

What You'll Be Doing

As a Customer Care Specialist, you'll provide first-line customer support while ensuring enquiries are resolved efficiently, professionally, and in line with established support processes.

• Deliver exceptional customer support via phone, live chat, email, and ticketing systems.
• Respond to inbound customer enquiries in a professional, friendly, and timely manner.
• Assist customers with product-related questions and troubleshooting.
• Guide customers through documented troubleshooting processes to resolve issues efficiently.
• Maintain a positive customer experience across every interaction.

• Diagnose and troubleshoot product issues using established support procedures.
• Gather relevant information to accurately assess customer concerns.
• Escalate unresolved or complex issues to the appropriate team following defined processes.
• Ensure detailed case notes and customer interactions are accurately documented.
• Monitor support tickets and ensure timely follow-up where required.

• Provide support to customers across North America, Australia & New Zealand, and the United Kingdom, depending on assigned shifts.
• Adapt communication style to meet the needs of a diverse global customer base.
• Maintain high service standards while managing multiple customer enquiries.
• Collaborate with global support teams to ensure seamless customer experiences.

• Work closely with colleagues and team leaders to achieve service objectives.
• Participate in onboarding, product training, and ongoing development programs.
• Follow established customer support processes and contribute to continuous improvement initiatives.
• Maintain accurate records within customer support and ticketing systems.

• Previous experience in a Customer Service, Customer Care, Technical Support, Help Desk, or Contact Center role.
• Excellent written and verbal English communication skills with a clear, professional phone manner.
• Proven experience handling inbound customer enquiries across multiple support channels.
• Strong problem-solving and critical-thinking abilities.
• High level of customer empathy with a passion for delivering outstanding service.
• Ability to follow structured troubleshooting processes and escalation procedures.
• Comfortable using customer support platforms, ticketing systems, and multiple software applications simultaneously.
• Strong organizational and time management skills.
• Ability to work independently while collaborating effectively within a global team.
• Experience supporting global customers.
• Experience using CRM, help desk, or ticketing platforms.
• Background in product support or technical customer service.
• Experience working in a fast-paced contact center or customer support environment.
• Familiarity with live chat support and omnichannel customer service.
• Excellent English communication skills are a non-negotiable requirement, as this is a voice-based customer support role serving global customers.
• Candidates must be confident handling inbound phone calls while providing exceptional service across phone, live chat, email, and ticketing platforms.
• The permanent work schedule is Thursday to Monday, with working hours of 11:00 AM – 8:00 PM EST.
• During the initial onboarding period (approximately one month), candidates must be available to work Monday to Friday on North American business hours for training.
• Willing to work onsite in Angeles, Pampanga

• Comprehensive onboarding and product training.
• Opportunity to support customers across multiple global markets.
• Collaborative and supportive team environment.
• Career development and continuous learning opportunities.
• Exposure to a variety of products and customer support technologies.
• Stable, long-term opportunity within a growing global business.
• Competitive remuneration package.