About the job
Join our dynamic team at Scale Virtually as a Customer Service Associate (Voice & Chat Support). This is a fully remote opportunity tailored for professionals based in the Philippines who are available to work during US hours.
- We highly encourage candidates to include an introduction video with their application, as proficiency in video communication is essential for this role.
Role Overview
The Customer Service Associate plays a pivotal role in addressing customer concerns from start to finish through voice, chat, and email platforms. This position is not merely about responding; it’s about driving resolutions.
As a Customer Service Associate, your primary responsibility will be to take charge of customer issues as they arise and ensure they are resolved effectively, regardless of complexity or customer frustration. Your efforts will ensure that no issue remains open-ended.
In this role, you will:
- Manage incoming customer inquiries across multiple channels, including voice, chat, and email.
- Quickly diagnose issues and take decisive action rather than just documenting problems.
- Collaborate internally to resolve cases without redirecting customers.
- Consistently follow up until every case is resolved.
- Maintain clarity and accuracy in all interactions.
Every customer interaction must culminate in one of three outcomes:
- Issue Resolved
- Escalated with clear ownership
- Closed with documented resolution attempts
It is crucial that candidates are proactive in handling challenging conversations and are capable of thinking critically rather than relying solely on templates.
Core Responsibilities
1. Real-Time Customer Support
- Address inbound inquiries via voice, chat, and email.
- Take ownership of issues directly instead of deferring or redirecting them.
- Maintain control of customer interactions until a resolution or escalation is achieved.
2. Issue Diagnosis & Resolution Ownership
- Identify the root cause of issues, beyond just the surface-level complaints.
- Act promptly to resolve issues or coordinate resolutions.
- Own cases until they are either fully resolved or appropriately handed off.
3. Escalation with Accountability
- Escalate matters only when necessary and ensure full context is provided.
- Ensure escalations are clear, complete, and actionable.
- Follow up on escalations until resolution is confirmed.
4. Follow-Up Until Closure
- Re-contact customers or internal teams diligently until all issues are resolved.
- Avoid leaving tickets open due to silence or delays.
- Ensure every case concludes with a defined outcome.
5. CRM / Ticketing Discipline
- Document all interactions transparently and promptly.
- Keep ticket statuses accurate at all times.
- Maintain organized and audit-ready records.
