About Get2Work. Get2Work builds and runs offshore teams for operators, not a marketplace and not a call center. You are hired by us, trained in our academy, and placed on a dedicated client account with real management, QA and a path to grow. We are the employer of record, so you get a real job, real benefits and a real floor.
Job Specifications
Department: Customer Experience
Employment type: Full-time
Work setup: On-site at a Get2Work hub (Manila, Cebu or Yerevan)
Experience level: Junior to mid
Employer: Get2Work (we are your employer of record)
Job Summary: Owns the harder cases and complaints tier 1 hands up.
Key Responsibilities:
- Own the harder cases and complaints that tier 1 hands up
- Investigate root cause and coordinate a resolution across teams
- Handle sensitive or high-value customers with care
- Feed recurring issues back to the client and QA
Working with AI: Every agent works alongside AI copilots. You will not be replaced by them, you will be faster and cleaner because of them.
- Use AI reply assistants and knowledge copilots to draft and speed up responses, then edit for accuracy and brand voice
- Write clear prompts to pull the right answer from the knowledge base
- Review AI drafted replies and catch hallucinations before they reach the customer
Competencies:
- Clear, empathetic written and spoken communication
- Patience and composure under pressure
- Ownership of the customer outcome, not just the ticket
- Attention to policy, detail and accuracy
- Coachability and a drive to hit quality and speed targets
Skills:
- Native or near-native English
- Typing speed of 40 words per minute or higher
- Comfort with helpdesk and CRM tools
- Ability to follow scripts and know when to go off them
Tools you will use: The client helpdesk, internal tools and escalation trackers
Education: Associate or bachelor degree, or equivalent proven experience.
Work Experience: Two to three years in the function, with a track record you can show.
Key Performance Indicators:
- CSAT and quality (QA) scores
- First contact resolution
- Average handle time and response time
- Adherence and attendance