Customer Support Agent (Work From Home - Visayas)

## About the Role As a Customer Support Agent at Sozoroad, you will be the primary point of contact for customers seeking assistance. Your day-to-day responsibilities will include responding to inquiries, resolving issues, and ensuring that every interaction is handled professionally and with empathy. You will be working in a fast-paced, remote environment, where written communication and problem-solving skills are essential.

Our team at Sozoroad values collaboration, adaptability, and a customer-centric approach. We believe in empowering our customers to address their challenges and build for the future. As a Customer Support Agent, you will be an integral part of this mission, working closely with internal teams to ensure timely resolution of customer concerns.

Sozoroad is a dynamic consulting and technology partner dedicated to assisting small and mid-sized businesses, nonprofit organizations, and local government entities. Our team brings extensive expertise in digital strategy, operations, and emerging technologies, delivering practical solutions that make a tangible impact.

## What You Will Do - Handle customer inquiries via email and live chat in a timely and professional manner - Respond to inquiries, requests, and concerns with clarity and empathy - Troubleshoot and resolve basic issues, escalating complex cases when necessary - Maintain accurate documentation of interactions in CRM or ticketing systems - Manage multiple conversations while maintaining quality and response standards - Follow client-specific SOPs, workflows, and communication guidelines - Collaborate with internal teams to ensure timely resolution of customer concerns - Uphold service quality, response time, and customer satisfaction expectations - Stay up-to-date with company knowledge and communicate changes to customers - Participate in training and development opportunities to improve skills and knowledge - Provide feedback and suggestions for process improvements

## What We Are Looking For - Excellent written English skills, including grammar, clarity, and professional tone - Strong typing speed and ability to multitask across multiple email and chat conversations - Proven experience in customer support, preferably in an e-commerce or non-voice role - Familiarity with e-commerce platforms such as Shopify is preferred but not required - Experience using helpdesk tools (e.g., Gorgias, Zendesk, Freshdesk) is an advantage - Customer-first mindset with strong empathy and problem ownership - Ability to follow policies and SOPs while maintaining a positive customer experience - Strong attention to detail and accurate documentation skills - Reliable attendance and commitment to a full-time schedule - Previous BPO or Virtual Assistance experience is a plus, but not mandatory - A bachelor's degree in Business Administration, Business Management, or a related field is not required, but preferred

## Nice to Have - Experience with CRM software - Knowledge of digital marketing principles - Familiarity with project management tools - Certification in customer support or a related field

## Benefits and Perks - Competitive compensation - Opportunities for growth and professional development - Flexible working hours and remote work arrangement - Access to training and development opportunities - Collaborative and dynamic work environment - Recognition and rewards for outstanding performance - Health and wellness programs - Paid time off and holidays

- Develop your written communication skills by practicing clear and concise writing.

• Familiarize yourself with helpdesk tools and e-commerce platforms to increase your chances of standing out.
• Showcase your problem-solving skills by providing examples of times when you resolved complex customer issues.
• Be prepared to discuss your experience with CRM software and project management tools.
• Research the company culture and values to demonstrate your enthusiasm and commitment to the role.
• Prepare examples of times when you provided exceptional customer service and supported team members.