Role Responsibilities:

• Respond to customer inquiries via phone, email (primarily 71% 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, and learning software).

• Assist with order tracking, product information, returns, account issues, and general support inquiries.

• Support customers with installation, configuration, and overall product usage.

• Accurately document interactions in CRM systems.

• 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 enhance their user experience.

• Participate in team meetings and training sessions to stay current on product knowledge.

• Support the schools and groups team with bulk order processing, customer follow-up, and home-school orders.

• Maintain customer confidentiality and protect operations by safeguarding sensitive information.

• Identify any issues with the database and take appropriate action in consultation with the direct supervisor.

What We're Looking For:

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

• Bachelor's degree or equivalent coursework in a STEM-related field preferred.

• Previous experience in customer service or technical support (1–2 years 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 complex technical concepts for non-technical users.

• Experience with helpdesk software (e.g., Zendesk, Freshdesk) is a plus.

• Amenable to work at McKinley, Taguig City.

• Flexible to work on a shifting schedule, with a focus on graveyard shifts.

• Available to start immediately.

  Earn 25k basic salary + Allowance + HMO upon regularization.

At Transcosmos, our mission is to leverage customer insights to always be client’s 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.

Please refer to job description.