Virtual Assistant — Customer Service (Hybrid Set-Up)

We at Acxelsus are on a mission to showcase exceptional Filipino talent globally. Beyond educational credentials and professional experience, we highly prioritize passion, dedication, loyalty, and a proactive attitude towards personal growth. Our foundation is built upon a set of core values - R.I.G.H.T. - representing Reliability, Integrity, Goal-Oriented mindset, Happiness, and Teamwork. These values define our identity and guide our approach to achieving success.

If you are passionate about advancing your career, forging genuine connections, and becoming part of a team committed to your success, join us!

The Virtual Assistant – Customer Service will serve as the primary point of contact for a Singapore-based client's customers, delivering prompt, professional, and empathetic support across multiple channels. This role is ideal for someone who thrives in a customer-facing environment, takes ownership of issues, and is committed to delivering an exceptional experience with every interaction.

• → Customer Support: Handle inbound customer inquiries, complaints, and requests via email, chat, and other messaging platforms in a timely and professional manner
• → Order & Transaction Assistance: Assist customers with order tracking, processing, returns, and refunds in coordination with the operations team
• → Issue Resolution: Identify, escalate, and follow through on unresolved customer concerns to ensure complete resolution
• → CRM Management: Log all customer interactions accurately in the CRM system and maintain up-to-date records
• → Live Chat Support: Manage real-time chat support, ensuring quick response times and high satisfaction rates
• → Product & Service Knowledge: Develop a thorough understanding of the client's products and services to provide accurate information and recommendations
• → Feedback Collection: Gather and relay customer feedback to support continuous service improvement
• → Reporting: Prepare daily/weekly customer service reports including ticket summaries, response times, and satisfaction metrics
• → Collaboration: Work closely with internal teams to ensure a seamless and consistent customer experience

• Education: Bachelor's degree preferred but not required
• Experience: At least 1 year of experience in a customer service role, preferably in a virtual or remote setup; experience handling international clients is an advantage
• Technical Skills: CRM platforms (HubSpot, Zendesk, Freshdesk, or similar); live chat tools; Google Workspace and Microsoft Office; email management systems; basic data entry and reporting tools
• Soft Skills: Exceptional written and verbal English communication skills; patient, empathetic, and customer-first mindset; strong problem-solving and conflict-resolution skills; high level of reliability, responsiveness, and professionalism; ability to multitask and manage high-volume interactions efficiently
• Language: Excellent written and verbal English communication skills
• Amenability: Open for Hybrid Work Arrangement