Customer Service & Retrieval Associate

Looking to join a company that combines deep industry knowledge with cutting-edge innovation? As a national leader in records retrieval, we provide legal and insurance professionals with fast, accurate access to critical records.

The Opportunity

Support the delivery of outstanding customer service by assisting clients throughout the service lifecycle. You'll manage inquiries, coordinate with cross-functional teams, and provide regular updates to ensure timely resolutions and a positive customer experience.

Why join us?

• Proudly Great Place to Work® certified
• Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
• Grow with stability: 100+ in our 10-Year Club by 2025
• Dynamic talent network: 2,000+ across APAC and beyond
• Competitive compensation with annual reviews
• Comprehensive medical care for you and your family
• Generous paid leave because work-life balance matters
• Level up with tailored training & development programmes
• Flexible work setup

Staff Testimonial

“ Working for the best client and loving what you do makes everything enjoyable at work.”

• Senior Broker, ASW Philippines

What You’ll Do

• Respond to client inquiries via email and phone, providing timely updates on order status.
• Monitor orders, identify delays or concerns, and communicate updates and resolutions to clients.
• Validate work orders and ensure compliance with required procedures and instructions.
• Handle urgent and special circumstance orders while meeting deadlines.
• Maintain accurate records and prepare professional correspondence, reports, and confidential documents.
• Coordinate with internal teams and Account Managers to resolve issues, support client needs, and maintain customer satisfaction.

Key Criteria

• Prior experience in customer service and records retrieval industry.
• Strong English communication skills, both written and verbal, with excellent telephone and customer service skills.
• Able to handle high call volumes, customer inquiries, and complaints professionally.
• Strong multitasking, organizational, and prioritization skills, with the ability to work effectively under pressure.
• Detail-oriented and self-motivated, with strong accuracy, adaptability, and knowledge of records retrieval processes.

Work setup:

• Manila (BGC, Taguig): US Eastern Time 8:00AM to 5:00PM (8:00PM – 5:00AM PHT) with a full onsite work arrangement.