Virtual Customer Care Representative (Remote - Contractual)

ABOUT THE COMPANY

Negentropy Limited is a Hong Kong–based social marketing agency operating in the fast-paced e-commerce space. We work with performance-driven teams focused on execution, speed, and results. We are not a “chill” company. We are a high-accountability environment where people are expected to deliver, improve, and take ownership daily.

THE ROLE

We are hiring a detail-driven, performance-focused Customer Care Representative who can handle customer interactions with clarity, accuracy, and efficiency. This role is for someone who:

• Communicates clearly and professionally, even under pressure
• Understands how customer experience impacts retention and sales
• Resolves issues with accuracy and attention to detail
• Can maintain consistency across high volumes of inquiries
• Is comfortable handling customer calls and can communicate confidently while identifying opportunities to recommend appropriate solutions or products when needed.

If you rely on scripts without understanding or struggle to stay consistent—this role is not for you.

KEY RESPONSIBILITIES

• Respond to customer inquiries via email, chat, call or support platforms
• Resolve product, order, and service-related issues accurately and professionally
• Follow up on customer concerns to ensure resolution and satisfaction
• Maintain accurate customer records and updates in the system
• Document all customer interactions clearly
• Identify customer needs and recommend appropriate solutions
• Escalate complex issues with complete details
• Monitor recurring issues and share insights for improvement
• Prepare basic reports on customer concerns and trends
• Follow SOPs and communication standards consistently
• Coordinate with internal teams to resolve customer issues
• Manage tasks and response timelines with minimal supervision
• Flag issues early and suggest solutions
• Handle customer calls professionally while maintaining a positive customer experience
• Identify opportunities to recommend relevant products or solutions when appropriate

STANDARDS & WORK STYLE

Our team operates on trust, clarity, and consistent execution. People who thrive here tend to naturally demonstrate:

• Clarity in Communication – Providing accurate, well-structured, and professional responses
• Consistency – Maintaining steady performance and response quality across high volumes
• Ownership Mindset – Taking responsibility for resolving concerns from start to finish
• Structured Work Habits – Following SOPs, templates, and documentation standards carefully
• Professional Discipline – Staying composed, solution-focused, and detail-oriented

This role suits individuals who value structure, accountability, and reliable daily execution.

QUALIFICATIONS:

• Bachelor’s degree (fresh graduates are welcome)
• Strong written and verbal English communication skills
• Good organizational and time-management skills
• Detail-oriented with strong documentation ability
• Proficient in Google Workspace (Docs, Sheets) or similar tools
• Patient, practical, and solution-oriented mindset
• Experience in Customer Service or similar roles is an advantage
• Experience in phone-based customer service or sales support is an advantage

Candidates who tend to do well in this role are those who:

• Prefer clear processes and structured workflows
• Take pride in delivering accurate and complete responses
• Communicate proactively when issues arise
• Can handle repetitive tasks with consistency and focus
• Are comfortable working with metrics, targets, and performance tracking
• Are comfortable working during morning or daytime shifts with consistent availability
• Can fully commit to a full-time role and prioritize their responsibilities during working hours

This role may feel restrictive for those who:

• Prefer highly flexible or loosely structured work environments
• Struggle with consistency in attendance or output
• Provide rushed or unreviewed responses
• Have difficulty following SOPs or maintaining accuracy
• Prefer minimal oversight or limited accountability
• Prefer late-night schedules or have inconsistent daytime availability
• Plan to balance multiple full-time jobs or commitments that may affect availability or performance.

TECHNICAL REQUIREMENTS:

- Stable internet connection (minimum 50 - 100 Mbps) Laptop/PC with at least:

- 8GB RAM

• Intel i5 (or equivalent) or higher
• 256GB storage or higher

For Mac Users:

• 8GB unified memory or more
• Apple M1 chip or newer (or Intel i5 and above)
• 256GB SSD or more

SALARY: PHP18,000–PHP23,000 per month

WORK SCHEDULE & SETUP:

• Employment Type: Contractual
• Contract Term: 6 months (renewable based on performance and business needs)
• Work Setup: Remote
• 5 working days per week with 2 rest days
• 8 working hours per day with a 1-hour lunch break
• Schedule may vary depending on business needs
• Morning shift (Philippine Time)
• Must have own laptop and a reliable internet connection