Customer Service Agent
The Montage Accessories Co. Ltd.
Salary undisclosed
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Description
Responsibilities for the role:
- Handling tickets from start to finish utilizing various tools
- Expediting of other agent tickets and following up when necessary
- Providing excellent, empathetic, and effective customer service
- Can speak up and notify leads of any issues or questions
- Ability to handle upwards of 40+ tickets per day
- CSAT quality of 95% or higher
- Responding to tickets within 4-24 hours for initial and follow up responses
- Handling Chats/Phone Calls
- Good attendance
- Creating SOP's and building efficiencies within work flows
- Possible leading of internal projects
- Possible second shift opportunities
- Possible weekend shift (ie. Wednesday – Sunday)
Requirements for the role:
- Knowledge of Zendesk CRM platform, Microsoft Excel, Word, Sharepoint and Outlook
- 2 years+ of customer service experience - ecommerce experience a plus
- Ability to multitask
- A natural ability to de- escalate challenging requests/customers
- Ability to communicate well verbally and written
- Ability to speak and present in larger groups
- Strong attention to detail and organizational skills
- Strong ability to be proactive
Exceptional time management Skills
Remote work arrangement
About this role
The Montage Accessories Co. Ltd. is looking for a Customer Service Agent to manage high-volume ticket operations in their Philippines office. You'll handle 40+ tickets daily across multiple channels—email, chat, and phone—while maintaining a 95% CSAT score and responding within 4-24 hours. The role demands strong multitasking and de-escalation skills, with responsibility for seeing tickets through from start to finish and flagging issues to leads as they arise.
Beyond day-to-day support, there's room to grow into process improvement work. You'll have opportunities to create SOPs, build workflow efficiencies, and potentially lead internal projects. The position may also include second shift or weekend scheduling (Wednesday–Sunday). This suits someone with at least two years of customer service experience—ecommerce background is valued—who is comfortable with Zendesk, Excel, Word, Outlook, and SharePoint, and who thrives under pressure with strong organizational and communication skills.
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Customer Service Agent postings in your area, and analyze any offer before you accept it.
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