Customer Support

Customer Service Representative (CSR)

Salary: ₱22,000 Basic Pay

Benefits: FREE HMO Coverage Starting on Day 1

Work Setup: Onsite at Cebu IT Park for the first 6 months, with the opportunity to transition to a Work-From-Home setup based on performance and business requirements

Shift: Graveyard Shift

A Day in the Life of a Customer Service Representative

• Conduct detailed research on production-related concerns throughout the book publishing process and provide timely, accurate solutions to authors
• Communicate with authors via phone, email, and other channels regarding the status of their book production projects
• Answer inquiries, address concerns, and educate authors about our services, publishing processes, design standards, and print requirements
• Investigate and resolve issues by reviewing production files, internal databases, and electronic or physical submissions
• Maintain accurate records by updating author and book information, including contact details, service selections, and special instructions
• Deliver exceptional customer service through proactive and responsive support tailored to each author's needs
• Build and maintain positive, professional relationships with authors throughout their publishing journey
• Ensure all client interactions are handled with professionalism, empathy, and attention to detail

This Role Is Perfect for You If You Have

• Strong attention to detail and excellent organizational, time management, and problem-solving skills
• The ability to explain complex processes in a clear and easy-to-understand manner
• Excellent verbal and written English communication skills
• A professional and customer-focused attitude, with the ability to remain composed under pressure
• The ability to work both independently and collaboratively in a team environment
• Basic computer proficiency and the ability to navigate multiple systems and applications efficiently
• The ability to sit and work at a computer workstation for extended periods

Qualifications

• Bachelor's degree, college-level education, or relevant work experience
• Entry-level candidates are welcome; 1–2 years of customer service experience is an advantage
• Strong English communication skills, both written and verbal
• Working knowledge of Microsoft Office applications
• Familiarity with Adobe applications such as PageMaker, Photoshop, and Acrobat Reader is a plus but not required
• Willingness and ability to work onsite at Cebu IT Park during the first 6 months and on a graveyard schedule before transitioning to a Work-From-Home setup

Job Type: Full-time

Benefits:

• Company events
• Health insurance
• Paid training
• Pay raise

Experience:

• Customer service: 1 year (Required)

Location:

• Cebu City, Cebu (Required)

Work Location: Hybrid remote in Cebu City