Things to know before applying:
- you must have your own work equipment
- you are able to work remotely
- you can work full-time for this role
- experience working with clients/companies outside PH is an advantage
- only candidates who meet the requirements will be contacted
About the Role:
We’re looking for a Customer Service Representative with experience using Salesforce Service Cloud to join our growing team. This role is open to professionals across all experience levels — whether you're just getting started or have years of experience in customer support, we want to hear from you!
As part of our support team, you'll be responsible for handling customer inquiries, resolving issues efficiently, and delivering a positive customer experience through various channels (email, chat, or phone). You’ll also play a key role in maintaining accurate records and ensuring timely ticket resolution via Salesforce Service Cloud.
Key Responsibilities:
- Respond to customer inquiries and support requests in a timely and professional manner
- Use Salesforce Service Cloud to manage, escalate, and resolve tickets
- Maintain detailed and accurate customer records and case documentation
- Troubleshoot customer issues and provide clear, actionable solutions
- Collaborate with internal teams (e.g., technical support, product, sales) to resolve complex issues
- Identify recurring customer issues and provide insights for product or service improvement
- Ensure service level agreements (SLAs) are met
- Promote customer satisfaction and loyalty by going the extra mile when needed
What We’re Looking For:
- Experience using Salesforce Service Cloud for managing tickets (required)
- Strong written and verbal communication skills
- Customer-first mindset with a proactive and empathetic approach
- Tech-savvy and comfortable using different support tools and systems
- Ability to multitask, prioritize, and manage time effectively
- A team player who enjoys solving problems and helping others
- Flexible and adaptable to changes in process, tools, or team needs
Nice to Have (Especially for Mid-Senior Levels):
- Experience handling escalated or complex customer issues
- Familiarity with support metrics (e.g., CSAT, FCR, ticket volume reporting)
- Ability to create or update knowledge base content
- Experience mentoring junior team members or leading support initiatives
Qualifications:
- 2–5+ years of experience in a customer service or support-related role
- Proven ability to learn quickly and work independently
Hiring Process:
- Phone screening
- Behavioral interview
- Client interview
About Adaca:
Adaca is at the forefront of bridging software development solutions by connecting Australian mid-tier companies with top-tier talents in the Philippines. Our unique approach is rooted in creating an employee-centric experience that fosters a simple, low-pressure environment for our developers. This philosophy not only enhances productivity but also delivers unparalleled value to our clients, fostering a cycle of growth and talent attraction.
Job Type: Full-time
Benefits:
- Work from home
Schedule:
- 8 hour shift
- Day shift
Application Question(s):
- REQUIRED: How much is your expected monthly salary in PHP?
Experience:
- Customer support: 3 years (Required)
- Salesforce: 3 years (Required)
Work Location: Remote
