SaaS Customer Service Representative

HawodTech Solutions Inc. · Cebu City, Central Visayas, Philippines

Location

Cebu City

Job Type

Full-time

Posted

June 06, 2026

Job Description

 Job Description: 
The key purpose of this role is to provide exceptional support to the Customer base and their workforce and to resolve their queries, concerns, and issues by providing clear, accurate and relevant information, in accordance with our service level agreements.

Key Responsibilities:

Respond to customer inquiries via email and chat in a professional manner and in accordance with service level agreements
Performs daily ticket hygiene; reviews ticket updates and follows through with relevant stakeholders to help expedite ticket resolution.
Resolve customer issues and complaints diplomatically and effectively and per our service level agreements, policies, and procedures.
Appropriate to the Severity Level of a ticket, the CSR must apply time management and prioritization according to the Prompt Response SLA.
Follow incident management protocols, escalate incidents, and complex issues to the ...
        

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