Customer Service Representative

Ovii's Interpretation of the Role

We are looking for a Customer Service Representative to provide remote, multi‑channel support for a U.S. client. The role focuses on handling high‑volume tickets via phone, email, chat and social media while meeting SLA and quality targets. You will collaborate with product, engineering and operations to continuously improve the support experience.

Role Snapshot

• Handle inbound inquiries via phone, email, live chat and social media
• Manage 50‑100 tickets daily using Zendesk, Freshdesk or Salesforce Service Cloud
• Own SLA adherence and ticket‑queue prioritization
• Update knowledge‑base articles and response templates
• Capture and share customer feedback for product improvement

Must-Have Requirements

• Customer support platforms (Zendesk, Freshdesk, Salesforce Service Cloud)
• Google Workspace
• Microsoft Office
• Excellent written and verbal English communication
• Customer Service
• High‑volume support

Nice-to-Have Signals

• Multilingual support experience
• Background in SaaS, e‑commerce, healthcare or financial services
• Familiarity with AI‑powered support tools or chatbots
• SaaS
• E‑commerce
• Healthcare
• Financial Services
• AI chatbot tools

Work Setup

• Location: Philippines
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Philippines
• Timezone: U.S. client business hours (flexibility for evenings/weekends)
• Employment type: Full-Time
• Shift: U.S. business hours

Application Requirements

• Assessment mentioned

Not Specified in JD

• Visa sponsorship
• Salary range
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Respond to customer inquiries across phone, email, live chat and social media
• Resolve issues or coordinate escalations while aiming for first‑contact resolution
• Prioritize tickets based on urgency and SLA, keeping queues organized
• Maintain accurate case notes and update internal knowledge‑base content
• Capture CSAT/NPS feedback and relay insights to product and operations teams
• Collaborate with product, engineering and customer success to improve support processes

Good Fit If You Have

• Multilingual ability is a plus
• Background in SaaS, e‑commerce, healthcare or financial services helpful
• Familiarity with AI‑driven support tools beneficial