Virtual Assistant- Customer Service Representative & Multimedia Graphic Designer
About the Role
You will handle bilingual customer inquiries across email, chat, and social channels, troubleshoot app and connectivity issues, and resolve onboarding, quest participation, and reward redemption problems. You will document interactions and recurring issues, escalate complex cases, collaborate with product and marketing, and create multimedia assets (graphics, infographics, animations, and videos) using Adobe Creative Suite, Canva, and Figma. This role is remote, but you must be available for occasional face-to-face planning and training meetings.
Requirements
- Minimum 2 years customer service experience preferably in digital platform tech or Web3 environments
- Minimum 2 years proven experience in graphic design and multimedia content creation with portfolio
- Proficiency in troubleshooting app related issues mobile apps web technologies and CRM systems
- Proficiency in Adobe Photoshop Illustrator After Effects Premiere Pro Canva and Figma
- Experience creating animated videos explainer marketing and tutorial videos
- Exceptional verbal and written communication skills in English and Filipino
- Strong critical thinking and problem solving skills
- Ability to collaborate with marketing and product teams and adapt designs for multiple digital channels
- Availability for occasional face to face meetings for planning and training
Responsibilities
- Respond to customer inquiries promptly and professionally via email chat and social media in English and Filipino
- Resolve user issues related to onboarding quest participation and reward redemption
- Troubleshoot app crashes connectivity problems and reward discrepancies and escalate complex cases to internal teams
- Maintain logs of customer interactions and document recurring issues
- Communicate user trends and feedback to internal teams to improve the platform experience
- Collaborate with marketing and product teams to identify improvements in user communication and interface design
- Conceptualize and create multimedia content including graphics infographics animations and videos
- Develop visually appealing assets that communicate platform features and processes
- Produce animated videos to illustrate platform navigation quests and reward redemption processes
- Optimize design materials for digital channels and maintain an organized asset library
- Use design tools such as Photoshop Illustrator After Effects Premiere Pro Canva and Figma