Technical Customer Service

NOW HIRING: CUSTOMER SERVICE ASSOCIATE

Location: BGC, Taguig
Work Arrangement: Hybrid | 4 Days Onsite + 1 Day Work From Home

About the Role

We are looking for a Customer Service Associate to join our team and help deliver efficient, responsive, and high-quality client support. The successful candidate will handle customer inquiries while also contributing to CRM initiatives, operational reporting, process improvements, and client account support.

This role is ideal for someone who enjoys working with customers, technology, systems, and process improvement.

Key Responsibilities

CRM & System Support

• Represent the Customer Service team in the assessment and implementation of CRM or ticketing solutions.
• Review existing customer service processes and document workflow requirements.
• Participate in system demonstrations, testing, and User Acceptance Testing (UAT).
• Assist in developing procedures and training team members on new system processes.
• Help ensure accurate ticket handling and customer data management.

Reporting & Process Improvement

• Monitor customer service activities and prepare operational reports.
• Consolidate information for management, clients, regulatory requirements, and other stakeholders.
• Monitor outstanding and escalated customer concerns and coordinate with relevant internal teams.
• Identify recurring issues, workflow gaps, and opportunities to improve service efficiency.

Customer Support

• Handle customer concerns and requests through email, chat, phone, and ticketing systems.
• Manage escalated concerns professionally and ensure proper documentation and follow-through.
• Maintain customer service resources such as FAQs, knowledge articles, and response templates.
• Provide timely and accurate information to clients.

Client Account Support

• Assist in reviewing and routing client account verification documents.
• Support customers with basic online portal and account-related inquiries.
• Assist with updating client information and maintaining accurate records.
• Support data organization and preparation for future CRM migration.

Qualifications

• Minimum 2 years of experience in customer service, technical support, operations, or a related field.
• Experience using CRM platforms, ticketing systems, customer service tools, or workflow automation is an advantage.
• Familiarity with AI-enabled customer support tools is a plus.
• Strong verbal and written communication skills.
• Excellent listening, customer handling, and conflict-resolution abilities.
• Strong analytical and problem-solving skills.
• Highly organized with excellent attention to detail.
• Ability to document processes and coordinate projects or system-related activities.
• Bachelor’s degree in Business Administration, Information Technology, Communications, or a related discipline.

How to Apply

If you are a customer-focused professional interested in technology, CRM systems, reporting, and process improvement, we would love to hear from you.

Submit your application and take the next step in your career with us.