Customer Service Representative (Web Hosting)

TL;DR

Customer Service Representative (Web Hosting): Handling customer interactions via calls, chats, and emails to resolve billing, domain, and hosting queries with an accent on technical troubleshooting and customer satisfaction. Focus on managing escalations, improving NPS, and providing efficient technical solutions for website-related issues.

Location: Cebu City

Company

A leading web hosting and domain registration company dedicated to empowering individuals and businesses online since 2002.

What you will do

• Handle inbound and outbound customer interactions via calls, chats, and emails.
• Resolve queries regarding billing, domains, email, hosting, and websites with professionalism and empathy.
• Troubleshoot technical issues and provide effective, timely solutions.
• Manage escalations by coordinating with SMEs, Team Leads, and other departments.
• Collect and relay customer feedback on products, services, and support experience.
• Recommend and upsell relevant products and services when appropriate.

Requirements

• High school diploma or equivalent education.
• Strong English communication skills (written and spoken).
• Basic computer literacy and familiarity with internet-related tools.
• Team-oriented mindset and pro-active attitude.
• Ability to adapt quickly to new situations.
• Natural problem-solving skills combined with empathy and professionalism.

Nice to have

• Experience in customer service.

Culture & Benefits

• Inclusive workplace that welcomes talent in all its diversity.
• Culture built on mutual respect, personal appreciation, and collaboration.
• Support for both personal and professional growth.
• Focus on motivation and recognizing the individual value of team members.