Customer Care Representative – Voice, Email, Live Chat

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vlbpo

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

📦 Logistics

📣 Marketing

🏥 Healthcare

Logistics • Marketing • Healthcare

vlbpo is a business process outsourcing (BPO) company that provides outsourced customer engagement and back-office teams, including customer care, collections, trust & safety, sales & retention, and technical support. They staff nearshore, offshore, and remote teams across the Philippines, Jamaica, Latin America and the U. S. , offer multilingual capabilities (English, Spanish, French), and emphasize rapid hiring/onboarding, security/compliance, cost savings, and guaranteed ROI. vlbpo serves a range of client industries (healthcare, technology, retail, banking/financial services, gaming) and positions itself as a B2B partner that builds and manages dedicated support teams for enterprise customers.

📋 Description

• Handle inbound customer calls and approved outbound calls • Manage customer service email queues and respond to human-handled live chat inquiries • Assist customers with product, order, shipping, account, billing, refund, and cancellation inquiries • Maintain a professional and consistent brand voice across communication channels • Complete customer verification procedures before discussing account or order information • Resolve customer concerns within client guidelines and escalate complex, sensitive, or non-standard issues • Follow approved scripts, FAQs, policies, procedures, refund, cancellation, billing, and verification guidelines • Document customer interactions, case activity, call dispositions, customer notes, email documentation, and follow-up requirements • Maintain accurate records in client-approved systems • Use client-approved product language and responses while adhering to compliance requirements • Avoid unauthorized medical, disease, treatment, cure, or diagnosis claims • Meet quality, productivity, attendance, and customer service standards • Work within Gorgias, cloud telephony, and other client-provided systems • Participate in system testing and access validation • Collaborate with Operations, Training, IT, Quality Assurance, and leadership • Participate in training, coaching, quality reviews, and calibration sessions • Protect customer and client information and adapt to changing operational requirements

🎯 Requirements

• High School Diploma or equivalent required • 1-2 years of customer service or contact center experience is preferred • Previous e-commerce or retail customer support experience is an asset • Experience supporting online orders, shipping inquiries, refunds, returns, cancellations, subscriptions, or billing inquiries is preferred • Experience using Gorgias or a similar customer support platform is an asset • Strong spoken and written English • Clear, professional, and customer-friendly communication style • Comfortable handling phone calls, email, and live chat during the same shift • Strong listening and problem-solving skills • Ability to follow structured scripts, policies, procedures, and client playbooks • Strong attention to detail and documentation accuracy • Ability to recognize when an issue should be escalated • Ability to manage multiple customer interactions and priorities • Dependable attendance and punctuality • Ability to work independently in a remote environment • Professional judgment and the ability to remain composed when handling customer concerns • Experience using Gorgias, Zendesk, Freshdesk, Intercom, Salesforce, or similar platforms is preferred • Experience supporting billing, refunds, returns, cancellations, subscriptions, or online orders is preferred • Experience supporting wellness, supplement, regulated, sensitive, or age-restricted product categories is preferred • Previous experience in a quality-driven customer service environment is preferred • Windows 11 or higher • Intel Core i5, 8th Generation or higher • Minimum 128 GB HDD • USB noise-cancelling headset • Ethernet connection is mandatory • Minimum download speed of 100 Mbps • Minimum upload speed of 25 Mbps • Latency under 75 ms • Jitter under 20 ms • Packet loss under 1%

🏖️ Benefits

• Competitive Compensation • Health Benefits • Remote Work-From-Home Opportunity • Monday–Friday Work Schedule • No Overnight or Weekend Coverage During the Initial Phase • Customer Service Experience with an International E-Commerce Client • Comprehensive Training & Ongoing Coaching • Professional Growth & Career Development Opportunities • Supportive, Collaborative Team Environment