Customer Service Agent (Permanent | Full-Time | Non-Voice)

Job description

📍 Remote – Open to candidates in the Philippines

⏱️ Full-Time | Permanent

💼 Opportunities vary depending on client needs

💻 Use Your Own Device

📅 About the Role

Join our Events Support Team and help create exceptional customer experiences for concert-goers and other live event attendees. As a Customer Service Agent (Non-Voice), you will assist customers via email with timely, accurate, and personalised support for inquiries about ticket purchases, event schedules, venue information, refunds, transfers, cancellations, and other event-related concerns.

This is a permanent, full-time position ideal for individuals who are adaptable, customer-focused, and thrive in a fast-paced environment during peak event seasons.

💬 What You’ll Do

- Respond to customer inquiries via email only regarding concerts, live events, tickets, schedules, venue information, refunds, and general event-related concerns.

- Personalise every customer interaction while maintaining professionalism and empathy.

- Resolve customer concerns efficiently and accurately in accordance with established service guidelines.

- Research customer concerns and provide clear, solution-focused responses.

- Maintain detailed and accurate documentation of customer interactions.

- Meet individual and team performance goals while ensuring a high-quality customer experience.

- Adapt quickly to new processes, event updates, and changing customer needs during peak seasons.

🎯 What You Bring

- Currently not employed and not enrolled in school, with full availability to work a 40-hour weekly schedule

- Excellent written English communication skills

- Strong attention to detail and ability to write personalised responses

- Quick learner who can adapt to new tools and processes

- Empathetic, patient, and customer-focused

- Able to manage multiple inquiries while maintaining accuracy and quality

- Previous customer service or email support experience is an advantage, but not required

💼Performance Metrics (KPIs)

Success in this role will be measured through:

- Customer Satisfaction (CSAT): Deliver positive customer experiences through empathetic and effective support

- Quality: Maintain accuracy, professionalism, and compliance with communication standards

- Productivity: Meet expected email handling and response targets while maintaining service quality

🚀 Interested? Apply now to be part of our candidate pool! We look forward to connecting with you.