Customer Service Representative

  • Abra
  • Manila, Philippines
  • Apr 25, 2018
Permanent

Job Description


About Abra

Abra aims to be the WhatsApp of money. We're transforming the world of payments by making it simple to send money to anyone, anywhere, whether or not you have a bank account or credit card.

We are an early-stage startup with high aspirations, and backed by several top-notch investors. We are currently present in the US and in the Philippines, with more countries to come soon.

About the job

We are expanding rapidly and need an experienced customer support representative to join our team. By solving problems for our users and collecting their feedback, you will be an integral part of our ability to deliver great service to our rapidly-growing user base, now and in the future.

The role is located in Manila, Philippines, and we expect it to start part-time and quickly evolve into full-time.

Responsibilities
  • Deliver outstanding customer service and experiences, primarily through email and occasionally by phone and live chat
  • Troubleshoot customer issues and concerns, investigating why they happened, and communicating with multiple teams to find rapid resolutions
  • Collaborate with local and remote colleagues, following up on escalations and handling hand-overs to/from other customer service reps
  • Act as the voice of the customer internally, providing insights to different areas of the business to help build a better product, and presenting findings and feedback to executives
  • Suggest and implement improvements to processes and policies


Qualifications

We seek candidates who are passionate about providing great customer experience, and have a strong desire to work in a dynamic startup environment. Successful candidates should have/be:
  • Bachelor's degree
  • At least 2-3 years of experience in customer service
  • Organized, methodical, detail-oriented
  • Highly productive and with strong work ethic
  • Able to charm customers
  • Excited to chase down open issues through completion
  • Multitasker, able to shift focus easily
  • Great communicator, critical thinker
  • Able to both follow process and create process
  • Work well in both team-oriented and self-directed environments
  • Tech savvy, both with web and mobile apps
  • Strong written and verbal communication skills in both English and Tagalog
  • Bonus: experience working with CRM systems, e.g., Zendesk, JIRA, Salesforce
  • Bonus: experience sending/receiving cash internationally