Support Escalation Manager

Customer Support Associate – Dumaguete

Job Title: Customer Support Associate

Location: Onsite (DUMAGUETE)

Work Schedule: Day Shift, Full-Time

Compensation: Start Date: FOR POOLING

Company Overview

TGS BPO Incorporated is a leading business process outsourcing company committed to delivering high-quality customer service and support. With a strong focus on innovation and operational excellence, TGS BPO serves clients across various industries, helping them enhance their customer interactions and optimize processes. Our team of dedicated professionals aims to provide exceptional solutions that drive client success.

Position Overview

Customer Support Associate will serve as the primary point of contact for clients, responsible for responding to inquiries, addressing concerns, and relaying valuable insights to enhance the overall customer journey. This position requires an individual with excellent communication skills, a solutions-oriented mindset, and the flexibility to thrive in a dynamic work environment.

Role Objectives

• Deliver exceptional customer assistance and uphold high levels of satisfaction.
• Effectively resolve customer concerns while meeting performance targets.
• Exhibit professionalism in all customer communications.

Specific Tasks and Responsibilities

• Customer Engagement: Handle customer requests promptly and courteously through phone, email, or live chat, ensuring service excellence.
• Problem Resolution: Support customers in resolving product or service issues by providing effective solutions or alternatives, escalating complex matters to leadership when needed.
• Documentation: Accurately record and update customer interactions and transactions within company systems.
• Collaboration: Partner with colleagues to provide a smooth and consistent service experience.
• Product Expertise: Maintain thorough knowledge of company offerings, policies, and updates to provide accurate and relevant information to customers.
• Performance Targets: Consistently meet or exceed key service benchmarks, including response efficiency, satisfaction ratings, and issue resolution metrics.

Timelines and Achievements

• Within 30 Days: Successfully complete onboarding and customer service training, gaining a solid grasp of company guidelines, procedures, and product knowledge.
• Within 60 Days: Manage customer interactions independently while meeting baseline performance standards.
• Within 90 Days: Consistently achieve or surpass established targets and actively participate in initiatives that enhance team performance.

Required Qualifications

• Strong verbal and written communication skills with the ability to convey information clearly and professionally.
• A customer-focused mindset with a commitment to delivering exceptional service.
• Effective problem-solving abilities, with quick thinking and adaptability in various situations.
• Capability to perform well in a high-volume, fast-paced environment while handling multiple responsibilities.
• Prior experience in customer support or a call center environment is advantageous but not essential.
• Comfortable using standard computer applications and able to quickly learn new systems or tools.
• Willingness to work flexible schedules, including evenings, weekends, and holidays.

Statutory Benefits

• Social Security System (SSS)
• PhilHealth
• Pag-IBIG

If you are passionate about delivering excellent customer service and want to be part of a supportive team, we encourage you to apply.

Job Description

We are seeking a reliable and organized Customer Support Coordinator to join our team in delivering excellent service to our residents. This role supports day-to-day operations by managing resident communication, documentation, and administrative tasks to help ensure a smooth living experience for tenants. This position is ideal for someone with customer service experience that requires professionalism, responsiveness, and a strong sense of ownership and leadership.

Key Responsibilities

• Serve as a front-line contact for resident inquiries, requests, and concerns
• Assist with processing lease applications, renewals, and move-in/move-out documents
• Coordinate with maintenance teams and vendors for service requests and repairs
• Maintain up-to-date records of resident information, notices, and communications
• Prepare and send resident notices, reminders, and announcements
• Assist with scheduling inspections, walkthroughs, or property events
• Track and follow up on outstanding requests or issues
• Support the property management team in general office and admin duties
• Help identify and escalate urgent or complex issues as needed
• Compile reports or summaries for management on recurring support issues or tenant concerns

Qualifications

• 1+ years of customer service or coordination experience, ideally in real estate or property management
• Strong communication and interpersonal skills
• Ability to multitask, stay organized, and manage time effectively
• Familiarity with property management software is a plus
• Proactive and solutions-oriented with strong attention to detail
• Previous experience in residential or commercial property management preferred but not required

Perks and Benefits

• Medical Reimbursement plan
• HMO upon regularization
• Signing bonus
• Referral bonus (if applicable)
• Paid Time-off upon regularization
• Team Outing and Company events

Note: This is not a work-from-home setup.

Job Type: Full-time

Pay: From Php20,000.00 per month

Application Questions

• Do you live in Dumaguete or in any nearby towns?
• Rate your English communication skills from 1 to 10.
• Are you willing to work onsite, GY shift, holidays and on weekends?

Experience

• Customer Support Representative: 1 year (Preferred)