Customer Experience Agent (Talent Pooling)

Who We AreBrolly Labs dba CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.

As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that truly make a difference.

What You'll Do

As a Customer Experience Agent, you will be expected to:

• Handle customer inquiries through various channels, including calls, emails, and chats.
• Provide product information, process orders, track shipments, and manage returns and exchanges.
• Investigate, diagnose, and resolve technical, product, or process issues by helping customers identify root causes and providing solutions.
• Stay updated on product offerings and company policies to ensure accurate and efficient support.

• Meet performance metrics in a fast-paced, remote work environment.

Who You Are

Were looking for candidates who meet the following criteria:

• At least 2 years of experience in a customer-facing role (email, chat, and phone support).
• Background in e-commerce or technical accounts (experience in skincare, supplements, or tech-related accounts is a strong plus).
• Familiarity with platforms such as Gorgias, Zendesk, Kustomer, Recharge, Shopify, and Confluence is advantageous.
• Excellent English communication skillsboth spoken and writtenwith clarity, precision, and strong grammar.
• Comfortable using natural American English, including common slang, in customer interactions.
• Friendly, empathetic, upbeat, and solution-oriented with strong problem-solving skills.
• Quick thinker who is proactive, resourceful, and adaptable in various situations.

Technical Requirements

Internet connection: High-speed internet required — minimum 20 Mbps or fiber connection.
Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.
- Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on.
- Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version with FileVault enabled.

- RAM: Minimum 8 GB (16 GB preferred)

Noise-canceling headset
Power and internet backup required

Rates and Expectations

• Work Setup: Remote
• Full-Time Role
• Rate: 36000 PHP - 47000 PHP Monthly depending on Account Assignment
• Channel Support (primarily Phone, with Email or Chat as needed, or Omni-Channel depending on assignment)
• Timezone: Eastern or Pacific

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.