Customer Service Representative

We are looking for a Customer Service Representative to support day-to-day customer interactions across email, chat, and phone channels. This role is critical in ensuring customers receive timely, accurate, and professional support at every stage of their interaction with the business.

This role suits someone who is confident in communicating with customers, comfortable handling enquiries and complaints, and capable of maintaining a calm and solution-focused approach in a fast-paced environment. You will act as a key point of contact for customers, ensuring issues are resolved effectively while maintaining a positive and consistent brand experience.

Responsibilities

• Manage inbound customer enquiries across email, chat, and phone, ensuring all interactions are handled promptly, professionally, and in line with service standards
• Investigate and resolve customer issues, complaints, and requests by gathering relevant information, identifying root causes, and providing appropriate solutions
• Maintain accurate and up-to-date records of all customer interactions, actions, and outcomes within CRM or ticketing systems
• Take ownership of customer cases from initial enquiry through to resolution, ensuring consistent follow-through and clear communication at each stage
• Escalate complex or unresolved issues to the appropriate internal teams while maintaining accountability for progress and updates
• Follow up with customers after resolution to confirm satisfaction and ensure no outstanding concerns remain
• Adhere to defined service level agreements (SLAs), response time targets, and internal quality standards
• Support internal reporting by tracking enquiry volumes, resolution times, and recurring issues to identify trends and improvement opportunities
• Collaborate with internal teams including operations, sales, and technical support to ensure customer issues are resolved efficiently
• Contribute to continuous improvement of customer support processes, workflows, and communication standards

Requirements

• At least 2–3 years of experience in a customer service or customer support role
• Strong written and verbal English communication skills, with the ability to communicate clearly and professionally
• Experience handling customer enquiries across multiple channels, including email, chat, and phone
• Strong problem-solving and conflict resolution skills, with the ability to handle difficult situations calmly
• Ability to manage multiple tasks, conversations, and priorities simultaneously
• Comfortable working remotely with minimal supervision while maintaining accountability and responsiveness

Preferred attributes (optional)

• Experience supporting international customers, particularly US or Australian markets
• Exposure to CRM or ticketing platforms such as Zendesk, HubSpot, or Freshdesk
• Experience working in BPO, shared services, or offshore support environments
• Ability to manage multiple enquiries or channels simultaneously while maintaining quality
• Experience working with SLAs, KPIs, or performance-driven environments
• Strong attention to detail and follow-through across customer interactions

How to apply

1. Send your updated CV to jobs@ryoss.co
2. Use subject line: CSR PH Application
3. Shortlisted candidates will be contacted for initial interview