Customer Service Staff

About the role

The Customer Service Staff assigned to the Makati Health Clearance Certificate project is responsible for providing administrative, registration, and customer assistance services to support the efficient processing of health clearance applications. The role involves assisting customers with registration and application-related concerns, performing basic troubleshooting of platform issues, and coordinating with the Software Development team regarding technical problems that require back-end investigation or resolution.

The position serves as the primary point of contact for customers experiencing difficulties with the registration process or use of the platform, ensuring that concerns are properly documented, communicated to the appropriate team, and monitored until resolved. The role also supports the day-to-day administrative and operational requirements of the project to maintain smooth service delivery.

Key responsibilities

• Assist customers with the registration and application process for the Makati Health Clearance Certificate and guide them in providing necessary information and completing required steps on the platform
• Review submitted information for completeness and identify missing or incorrect details that may affect application processing
• Maintain accurate records of customer inquiries, registration concerns, and application-related transactions
• Assist customers in person, through email, and via telephone regarding registration, application procedures, platform navigation, and service-related concerns
• Respond to customer inquiries professionally and promptly, ensuring that concerns are properly addressed, documented, or escalated when necessary
• Perform initial troubleshooting of common platform issues, such as login difficulties, registration errors, and access problems
• Determine whether reported issues can be resolved through basic troubleshooting or require further technical investigation
• Identify and relay platform errors, system bugs, back-end issues, and other technical concerns to the Software Development team
• Gather relevant details regarding reported issues, including steps taken by the customer, error messages, and screenshots when appropriate
• Maintain a record of customer concerns, registration issues, technical incidents, and their corresponding status

About you

• Ability to assist customers in person, through email, and via telephone
• Capability to perform basic troubleshooting of platform issues
• Ability to document and communicate technical concerns clearly
• Proficiency in maintaining accurate records and documentation
• Capability to handle face-to-face customer interactions professionally
• Ability to monitor and respond to customer emails and telephone inquiries
• Understanding of data privacy requirements and information security procedures