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For Companies At a Glance
- Tasks: Support global readers through various channels and resolve customer inquiries.
- Company: Join Wuxiaworld Limited, a dynamic team with a global user base.
- Benefits: Enjoy remote work flexibility and structured onboarding.
- Why this job: Be part of a passionate team making a meaningful impact on a beloved platform.
- Qualifications: Excellent English communication skills and 1-2 years of customer support experience preferred.
- Other info: Night shift required; must be based in the Philippines.
The predicted salary is between 28800 - 43200 £ per year.
About the job Customer Support Representative
Location: Remote (Philippines or SEA preferred)
Employment Type: Full-time, Long-term Contract
Shift: Night Shift (9 PM 5 AM GMT+8) after training period
Role Overview
Wuxiaworld Limited is seeking a proactive and dependable Customer Support Representative to join our remote team. The successful candidate will play a key role in ensuring that our global readers receive prompt, professional, and effective support through Freshdesk, app store reviews, and community forums. While the position is primarily customer-facing, occasional collaboration with internal teams such as development and operations will be required to resolve technical or complex issues.
Key Responsibilities
Maintain a positive, empathetic, and professional attitude in all customer interactions.
Monitor and respond promptly to customer inquiries across various communication channels.
- Communicate effectively with customers to address questions, concerns, or feedback.
- Acknowledge, investigate, and resolve customer complaints in a timely manner.
- Handle customer issues related to account access, billing, and refund requests
Collaborate with internal teams to resolve bugs or technical concerns.
Develop and maintain a comprehensive understanding of company products and services to support accurate issue resolution.
- Ensure a high level of customer satisfaction.
Ideal Candidate
Demonstrates excellent written and verbal English communication skills.
1 – 2 years of relevant customer support experience.
Background in Information Technology preferred, but not required.
Able to work independently with minimal supervision in a startup-like environment.
Detail-oriented, organized, and capable of multitasking.
Willing to work night shift (after training) and adjust hours if needed, with mutual agreement.
Familiar with Wuxiaworld.com and its features/content.
Tools & Platforms
Primary: Freshdesk (experience preferred but not required).
Payment & App Platforms: Stripe, Braintree, Google Play Console (experience with any is a plus but not mandatory).
Candidates with transferable experience on other ticketing systems are welcome.
Work Setup
Fully remote; candidates must have their own working computer or laptop.
Reliable internet connection with at least 20 Mbps is required.
Structured onboarding and supervision will be provided, but self-motivation is essential.
Must be based in the Philippines
Team & Reporting
You will be part of a 4-person team: another CS representative, a CS manager, and the operations chief.
Direct reporting line to the Customer Support Manager.
Expected to become productive within approximately 2 weeks.
Interview Process
1. Phone Screening: 15 -20 minutes to validate fundamentals, communication, and cultural fit.
2. Final Interview: 60-minute video call with your Customer Support lead.
3. Offer & Negotiation: Final discussion to review fit, expectations, and compensation. A job offer may be extended during this step.
Why Join Us?
At Wuxiaworld Limited, you\’ll join a high-performing, focused team working on a product with a global and passionate user base. We operate in a fast-paced environment where autonomy, accountability, and technical excellence are expected. This is not a lifestyle role: we\’re looking for professionals who take pride in their craft, communicate clearly, and are motivated to push projects forward without constant oversight. If you\’re excited by challenging problems, meaningful product impact, and the opportunity to help shape a platform beloved by millions, you\’ll find this role fulfilling.
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Customer Support Representative employer: Wuxiaworld Limited
Contact Detail:
Wuxiaworld Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative
✨Tip Number 1
Familiarise yourself with Wuxiaworld.com and its content. Understanding the platform will not only help you answer customer queries more effectively but also demonstrate your genuine interest in the company during interviews.
✨Tip Number 2
Brush up on your communication skills, especially in written English. Since you'll be interacting with customers through various channels, being clear and professional in your responses is crucial for success in this role.
✨Tip Number 3
Prepare for the phone screening by practising common customer support scenarios. Think about how you would handle difficult customer interactions or technical issues, as these are likely to come up during your interview.
✨Tip Number 4
Show your willingness to work independently and adapt to a remote environment. Highlight any previous experience where you successfully managed tasks without direct supervision, as this will align well with the company's expectations.
We think you need these skills to ace Customer Support Representative
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Support Representative position. Familiarise yourself with Wuxiaworld and its services to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous customer support experience, especially in remote settings. Mention specific tools you've used, like Freshdesk, and any relevant technical skills that align with the job description.
Craft a Compelling Cover Letter: Write a personalised cover letter that showcases your communication skills and enthusiasm for the role. Address how your background and skills make you a great fit for Wuxiaworld, and express your passion for providing excellent customer service.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a customer support role.
How to prepare for a job interview at Wuxiaworld Limited
✨Showcase Your Communication Skills
As a Customer Support Representative, excellent communication is key. During the interview, make sure to articulate your thoughts clearly and concisely. Practice common customer service scenarios beforehand to demonstrate your ability to handle inquiries effectively.
✨Familiarise Yourself with Wuxiaworld
Understanding the company’s products and services is crucial. Take some time to explore Wuxiaworld.com and its features. Being able to discuss specific content or functionalities during the interview will show your genuine interest in the role.
✨Prepare for Technical Questions
Even if a background in Information Technology isn't required, be ready to answer questions related to technical issues you might encounter. Brush up on basic troubleshooting steps and be prepared to explain how you would approach resolving common customer complaints.
✨Demonstrate Your Problem-Solving Skills
Customer support often involves resolving complex issues. Prepare examples from your past experience where you successfully handled difficult situations. Highlight your ability to stay calm under pressure and your proactive approach to finding solutions.
