ZigZag Offshoring

Customer Service Support

ZigZag Offshoring

full-time

Posted on:

Origin:  • 🇵🇭 Philippines

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Job Level

Mid-LevelSenior

Tech Stack

PHP

About the role

  • Connect with customers daily, using each interaction to build trust, strengthen relationships, and provide solutions that drive their success.
  • Turn around sticky situations into favorable resolutions that encourage customers to continue partnering for delivery needs.
  • Develop a thorough understanding of the client's delivery services across various geographical regions.
  • Be the first point of escalations via chat, email, voice, and other support channels.
  • Share feedback and suggestions to enhance processes and documentation to support customers effectively.
  • Assist teammates through collaborative peer-to-peer learning sessions.
  • Contribute to informed decision-making on system changes and help shape product design by sharing feedback and ideas to support customers better.

Requirements

  • Genuine desire to deliver the highest possible level of service to our customers.
  • Ability to work with a team on shifting schedules to provide 24/7 service to customers globally, including working on holidays, weekends, and various shifts (morning, mid-day, and night) depending on business needs.
  • Ability to handle escalations via chat, email, voice, and other support channels.
  • Flexibility to thrive in a hybrid work environment.
  • Willingness to undergo training to cater to different customer groups within our client.
  • Excellent written and spoken English — able to talk to Executive and C-level customers.
  • Grit, perseverance, and resilience in handling sticky situations and customer interactions.
  • Self-starter personality — able to work with minimal supervision and take initiative when needed.
  • Strong attention to detail and exceptional problem-solving skills, with the ability to investigate and resolve issues effectively.
  • Very comfortable with technology and digitally savvy.
  • Sound judgment and autonomy to make decisions while knowing when to consult with leaders or experts.
  • Quiet, private workspace free from interruptions and distractions (for hybrid/remote periods).
  • Reliable internet connection with a speed greater than 20mbps and access to a backup internet device.
  • Ability to commit long-term to a full-time schedule: 5 shifts per week, 9 hours per shift.
  • Willingness to be initially fully onsite in Ortigas Center, Pasig City for the first two weeks of training.