Customer Service/Helpdesk (Home-based)

Job Summary

We are looking for a Customer Service/Helpdesk to join our team.

Job Description

About Us:

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals

Role Summary

As a Customer Support Agent, you'll play a crucial role in delivering outstanding customer experiences worldwide. Brings world-class fitness content directly into people's homes, and our global team ensures seamless, personalized support using the latest technology, including FreshDesk and AI-driven tools.

You’ll serve as the frontline for customer inquiries, troubleshooting technical issues, managing subscriptions, and providing timely, empathetic, and accurate solutions. You will collaborate closely with our global support teams across New Zealand, the Philippines, and the US, leveraging AI-driven insights and automation to enhance customer satisfaction and efficiency.

We’re seeking tech-savvy, customer-oriented individuals passionate about fitness, technology, and innovation, excited about using tools to elevate the customer support experience.

Responsibilities

• Provide timely and efficient online support via FreshDesk for general inquiries, technical troubleshooting, subscription management, and account-related issues.
• Manage and respond to live chat and social media (e.g., Facebook) inquiries.
• Leverage AI-assistive technologies to quickly identify customer needs, provide accurate solutions, or escalate efficiently when required.
• Assist in the maintenance and optimization of AI-generated knowledge bases and online support documentation.
• Escalate complex issues clearly and promptly to internal teams or external vendors
• Generate, interpret, and communicate monthly support performance reports.
• Participate in application and site testing during scheduled downtimes or updates.
• Provide platform access to internal stakeholders as necessary.
• Identify and implement opportunities to streamline support processes and enhance efficiency through AI and automation

Qualifications

Essential

• Previous technical helpdesk experience and systems
• Proven practical problem solving skills and a “can do” approach
• Excellent communication and interpersonal skills and the ability to interact at all levels of an organisation
• Outstanding communication and interpersonal skills, capable of engaging effectively across various channels (email, internal chat systems).
• Time management and prioritisation; ability to establish urgency of tasks and multi-task under pressure

Preferred

• Tertiary degree

Work Schedule

• 9:00 AM to 6:00 PM Manila time, transitioning to 8:00 PM to 5:00 AM Manila time after the first two months

Work Location:

• Home-based
• Should have strong internet connection (minimum of 20 mbps)
• Should have own Laptop/PC (minimum of i5 8GB RAM)

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.