Catena

Customer Service Representative

Catena

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇵🇭 Philippines

Visit company website
✨ AI Apply
Apply

Job Level

Junior

About the role

  • Serve as first point of contact for customers via phone, email, live chat, and SMS
  • Respond to customer inquiries promptly, professionally, and empathetically across all channels
  • Build rapport and provide personalized recommendations based on customer needs
  • Follow up with clients to ensure satisfaction and gather valuable feedback
  • Build strong client relationships through consistent communication and support
  • Maintain warm, clear communication that balances professionalism with approachability
  • Act as brand ambassador delivering white-glove service that exceeds expectations
  • Process phone and online orders with accuracy and efficiency
  • Monitor and update customer accounts ensuring data accuracy
  • Assist in onboarding new clients and guiding them through company systems and platforms
  • Coordinate with operations, design, and logistics teams for timely delivery and fulfillment
  • Manage order changes, cancellations, special requests, and account updates
  • Support clients in navigating tech-enabled communication platforms and systems
  • Set up new accounts and assist with manual work, automations, and account creation
  • Provide solutions to customer issues, troubleshooting common problems independently
  • Resolve customer concerns with professionalism, urgency, and ownership
  • Escalate complex concerns to appropriate teams when necessary while keeping clients updated
  • Handle difficult conversations calmly and professionally, especially with frustrated customers
  • Clearly explain billing, utility, and service concepts to non-technical customer bases
  • Review bills, usage patterns, and spot trends to form first-pass hypotheses
  • Translate technical or billing information into customer-friendly explanations
  • Document all customer interactions, feedback, and case history in CRM systems
  • Maintain accurate notes and ticket management following workflow standards
  • Tag and escalate issues according to established protocols and SOP guidelines
  • Collaborate with operations teams to address recurring customer issues
  • Assist with light operations tasks during lower call volume periods
  • Help organize communication records and maintain SOP reference materials
  • Generate customer satisfaction reports and issue resolution metrics
  • Identify upsell and cross-sell opportunities during customer interactions
  • Promote seasonal offers, premium products, and value-added services
  • Identify trends in client concerns and recommend process enhancements
  • Collaborate with departments to improve overall customer experience
  • Develop and refine internal SOPs for the Customer Service Department
  • Provide insights on customer trends and areas for operational improvement

Requirements

  • Must-Haves (Required)
  • - Experience: 1-2+ years of customer service experience, preferably in billing, tech-driven industries, e-commerce, hospitality, luxury services, or startups
  • - Communication: Strong written and verbal English communication skills with clear, professional delivery
  • - Multi-Channel Support: Experience handling inbound calls, emails, live chat, and SMS communications
  • - Tech Proficiency: Proficiency in Customer Support Systems (Zendesk or similar) and CRM tools
  • - Detail-Oriented: Highly organized with exceptional attention to detail and accuracy
  • - Pressure Management: Ability to stay calm and professional under pressure or when handling difficult situations
  • - Problem-Solving: Strong analytical skills with ability to troubleshoot and resolve issues independently
  • - Multitasking: Proven ability to manage multiple priorities in fast-paced environments
  • - Schedule Flexibility: Willingness to work shifting schedules including weekends and US holidays during peak seasons
  • - Reliability: Dependable with high-speed internet connection for remote work
  • - Customer Focus: Patient, empathetic demeanor with genuine passion for helping customers
  • Nice-to-Haves (Preferred)
  • - Startup or high-growth company experience
  • - Experience in US utility, billing, energy, or telecom systems
  • - Proven track record with upselling and revenue generation
  • - Familiarity with e-commerce platforms (especially Shopify)
  • - Background in clean-tech, SaaS, or luxury products/services
  • - Experience in floral, gifting, or event planning industries
  • - Process documentation or administrative support experience
  • - Passion for luxury products, aesthetics, or premium service delivery
  • - Experience working with elderly or diverse customer demographics
  • - Familiarity with Google Workspace and productivity tools
Benefits
  • - **Competitive Salary:** Based on experience and skills
  • - **Remote Work: **Fully remote — work from anywhere
  • - **Generous PTO:** In accordance with company policy
  • - **Direct Mentorship:** Access to global industry leaders
  • - **Learning & Development: **Continuous growth resources
  • - **Global Networking: **Work with international teams
  • - **Health Coverage (Philippines only): **HMO after 3 months (full-time)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer service experiencebilling experiencetech proficiencyproblem-solvingmultitaskingdetail-orientedupsellingrevenue generationprocess documentationadministrative support
Soft skills
strong written communicationstrong verbal communicationempathycalm under pressureorganizationcustomer focusrelationship buildinganalytical skillsprofessionalismflexibility