Customer Care Tier 2 Team Member (Remote/Hybrid – Manila)

About the role

Tier 2 Customer Care Team Members are problem‑solvers who provide remote support via phone, chat, SMS, email and social media, troubleshooting devices and connectivity issues for Harte Hanks’ clients. The role is offered as a remote/hybrid position for candidates located in Metro Manila.

Key responsibilities

• Handle customer service and technical support for product‑related inquiries with empathy and patience.
• Gather customer and issue information and record it in the CRM database.
• Ask probing questions, use critical thinking to identify root causes, and follow appropriate troubleshooting steps.
• Act as a consultative partner, building rapport and providing clear direction.
• Deliver a timely, optimal customer experience and document all interactions.
• Compose professional emails and digital responses.
• Defuse difficult situations across phone and digital channels.

Required profile

• Strong customer service orientation and analytical thinking.
• Ability to travel to an onsite location when required.
• Comfortable performing repetitive tasks and remaining seated for long periods.
• Excellent written and verbal communication, free of jargon or slang.
• Ability to multitask across multiple interfaces (listening, typing, speaking).
• Previous experience interacting with customers in retail, call‑center or hospitality environments.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Teams
• Microsoft Outlook
• iOS troubleshooting (iPhone, iPad, Apple TV)
• Android troubleshooting (mobile, tablet, TV)
• Gaming console troubleshooting