Customer Relations Agent

Start Date: October 13, 2026
Who We Are

Brolly 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 Relations Agent at CatalyzeX , you will be on the front lines of delivering an exceptional customer experience for one of our retail clients. You will handle customer concerns across phone and email, resolve issues quickly using sound judgment and the right tools, and keep accurate records of every interaction while collaborating with teams across the business.
Key Responsibilities:

- Engage with customers via phone (inbound and outbound) and email

- Assist with issues related to online and in-store purchases

- Use problem-solving skills, available tools, and sound judgment to resolve concerns quickly and effectively

- Collaborate with other departments on service and product-related challenges

- Document all interactions accurately within the Zendesk ticketing system

- Identify recurring issues and share insights with the Management Team

- Participate in weekly team meetings

- Support other tasks and projects as assigned

Who You Are

We are looking for an energetic, customer-first professional who thrives in a fast-paced environment and genuinely enjoys helping people. The ideal candidate communicates clearly, stays calm under pressure, and follows through until every issue is fully resolved. You are tech-savvy, adaptable, and comfortable juggling multiple systems at once.
What You Bring:

- Full-time availability (40 hours/week) with potential for overtime

- Open and flexible schedule, including evenings, weekends, and holidays

- Excellent verbal and written communication skills

- Strong problem-solving skills and a collaborative mindset

- Patience, empathy, and the ability to stay calm under pressure

- Sound decision-making, including knowing when to escalate or seek support

- Strong follow-up skills and a commitment to seeing issues through to resolution

- Fast learner who is tech-savvy and comfortable navigating multiple systems at once

- A positive, team-oriented attitude with a strong work ethic

- Reliable attendance and flexibility to work evenings, weekends, holidays, overnights, and overtime as needed

Preferred Backgrounds:

- Prior experience in customer support or an inbound call center environment

- Experience with Zendesk, OMS, or WMOS

- Proficiency with Microsoft Office Suite and data entry

- Comfortable troubleshooting basic IT issues and navigating multiple systems simultaneously

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

- Employment Type: Full-time (40 hours per week, with potential for overtime)

- Rate: PHP 39,000 to PHP 40,000 per month

- Time Zone: US Eastern Time (schedule includes evenings, weekends, holidays, and overnights)

- Start Date: October 13, 2026

- Training: New Hire Training runs Monday to Friday, 9:00 AM to 6:00 PM EST; final schedules are s