CSR - Educational Kits Account | Voice & Non Voice with …, Pasig

Role Responsibilities:

• Respond to customer inquiries via phone, email, chat and social media in a professional and timely manner.
• Provide step-by-step technical support and troubleshooting for STEM-related products (e.g., robotics kits, coding platforms, learning software).
• Assist with order tracking, product information, returns, account issues, and other general support.
• Assist customers with installation, configuration, and general product use.
• Document interactions in CRM systems accurately.
• Collaborate with internal teams (product, engineering, QA) for advanced support or bug resolution.
• Escalate unresolved issues to the appropriate department while maintaining ownership until resolution.
• Educate customers on product features and updates to maximize their user experience.
• Participate in team meetings and training sessions to stay up to date on product knowledge.

What We're Looking For:

We are seeking talented individuals to join our team of Customer Service Representatives.

• Completed 2 years in college with minimum of 6 months experience in customer service or technical support required; 12 years is preferred.
• Familiarity with STEM tools, apps, or platforms (e.g., Scratch, Arduino, LEGO Robotics, Python, etc.) is a plus.
• Strong communication and problem-solving skills.
• Ability to simplify and explain technical concepts to non-technical users.
• Experience with helpdesk software (e.g., Zendesk, Freshdesk) is an advantage.
• Amenable to work at OCC, Ortigas, Pasig City.

At Transcosmos, our mission is to leverage customer insights to always be clients most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect. Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.