Customer Support Specialist

1 week ago

Mandaluyong, Philippines Zappy Full time

Customer Support Specialist Location: Remote (with flexibility for overlapping U.S. business hours) About the Role Zappy BPO is looking for an empathetic, detail-oriented Support Specialist to join our growing customer experience team supporting one of our key technology clients. You’ll be the first line of defense for customers; helping resolve issues quickly, communicating clearly, and ensuring every interaction builds trust and satisfaction. This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and takes pride in delivering world-class service. Key Responsibilities Customer Support & Resolution Handle inbound customer inquiries through chat, email, and phone with professionalism and accuracy Diagnose and resolve issues related to account setup, billing, product use, and troubleshooting Maintain a strong understanding of product updates, policies, and processes to provide accurate assistance Ticket Management & Escalation Manage assigned support tickets within SLA targets Escalate complex or high-priority issues to the Operations Manager or specialized teams as needed Follow up on open cases to ensure timely and satisfactory resolution Communication & Customer Experience Deliver clear, concise, and empathetic communication in every interaction Identify opportunities to improve the customer journey and share insights with leadership Contribute to a culture of accountability, positivity, and customer advocacy Knowledge & Process Adherence Follow all standard operating procedures (SOPs) and documentation guidelines Participate in regular training sessions to stay current with product features and internal workflows Support QA efforts by adhering to quality benchmarks and providing feedback for continuous improvement Qualifications 2-4 years of experience in customer support, call center, or BPO environments Strong written and verbal communication skills Comfortable working with ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) Demonstrated ability to multitask, prioritize, and manage time effectively in a remote setting Empathy, patience, and professionalism in every interaction Preferred Attributes Experience supporting SaaS, marketplace, or fintech products Familiarity with KPIs like CSAT, FCR (first contact resolution), and response time A self-starter who enjoys learning and contributing to team success #J-18808-Ljbffr

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