Customer Support Representative

Customer Support Representative Position: Customer Support Representative Salary: Negotiable Vacancy: 01 Employment Location: Remote Employment Type: Full-time Location preference: Sorsogon city Philippines. Job Summary: KwentaPro is a digital ledger solution empowering micro, small, and medium enterprises (MSMEs) across Philippines by simplifying financial management—helping business owners track sales, manage debts, and grow their ventures with ease. To support this mission, we are looking for a Customer Support Representative who would provide timely and professional support to customers by answering inquiries, resolving issues, and ensuring a positive customer experience across multiple communication channels. Key Responsibilities: Respond to customer inquiries via chat, email, phone, app queries and social media. Resolve customer complaints and provide appropriate solutions. Guide customers on product features and usage. Follow up on unresolved issues and ensure customer satisfaction. Escalate complex issues to relevant departments when necessary. Maintain accurate records of customer interactions. Assist in creating support documentation and FAQs. Monitor and respond to customer reviews and feedback. Requirements: Excellent verbal and written communication skills. Strong problem-solving and interpersonal skills. Ability to handle multiple customer conversations simultaneously. Basic computer and CRM knowledge. Customer-focused attitude and patience. Previous customer service experience is a plus. Able to work remotely Highly organized, self-driven, and able to thrive in a fast-paced environment. KPIs: First Response Time (FRT) Resolution Time Customer Satisfaction Score (CSAT) Ticket Resolution Rate Customer Retention Rate Preferred Skills: Experience with customer support tools (CRM, Helpdesk, Live Chat). Strong attention to detail. Ability to work under pressure and meet response targets.