Customer Service Support

3 weeks ago

Caloocan City, National Capital Region, Philippines StaffingExpert Full time
Overview

You'll deliver responsive, empathetic support to residents and partners while contributing to platform configuration and internal business support. The scope is shared across a collaborative team, with tasks designed to be achievable within regular working hours. Performance is measured on responsiveness, accuracy, and teamwork.

What You'll Do

1. Support Operations

  • Email & ticket support: Acknowledge inquiries within 4 business hours and resolve most within 1–2 days, using a friendly, informative, solutions-oriented tone.
  • Bug handling: Identify, document, and track platform issues; follow through to closure.
  • Moderation: Keep communities safe and on-guideline (real-time to 2-hour response window).
  • Smoke testing (pre/post release): Run checks before each release or configuration push.
  • Troubleshooting/impersonation: Reproduce issues, assist users, and close cases within agreed SLAs.
  • Trackers: Maintain daily logs of issues, fixes, and trends.

2. Platform Configuration

  • Community setup: Configure new communities/buildings for onboarding (target: within 2 business days).
  • Content & settings: Update content, conduct light research, and support planning (24–48 hours turnaround).
  • Data import: Upload/migrate resident/property/community data (48–72 hours turnaround).
  • Configuration trackers: Log work and changes as they occur.

3. Business Support

  • MBR support: Draft inputs for Monthly Business Review decks by the 1st of each month.
  • Presentations: Provide data & insights at least 48 hours before presentation timelines.
  • Time & capacity: Update weekly time tracking to support capacity planning.
  • Cross-functional help: Jump in within 1 business day to support adjacent support/config tasks as needed.

4. Success Metrics (SLAs & Quality Bars)

  • Email acknowledgment: ≤ 4 business hours; typical resolution 1–2 days
  • Moderation responses: Real-time to 2 hours
  • Bug reporting: Within 24 hours; track to closure
  • Community setup: ≤ 2 business days
  • Content/settings updates: 24–48 hours
  • Data imports: 48–72 hours
  • MBR draft inputs: By the 1st of each month
  • Trackers: Updated daily/weekly as specified
What You'll Bring
  • 1–3+ years in customer support, operations, or success (tech/SaaS or community/property platforms a plus)
  • Excellent written English; calm, empathetic problem-solving and clear documentation
  • Comfort with ticketing tools and issue trackers (e.g., helpdesk/Jira-style), and Google Workspace/Excel
  • Basic QA/UAT mindset; able to follow checklists and SLAs precisely
  • Bonus: Experience with community moderation, data imports/CSV hygiene, or light configuration work
  • Remote, PH-based, collaborative, and process-driven
  • Team-shared workload with defined SLAs; regular working hours

#J-18808-Ljbffr

  • Customer Service Representative

    7 days ago

    Quezon City, National Capital Region, Philippines Transworld Systems Customer Service LLC Full time ₱360,000 per year

    TSI (Transworld Systems Inc.)HIRING CSR CALL AGENTSStart date: October 13 or 20, 2025Location: 5F Cyberpod 2, Eton Centris Quezon Ave., Quezon City (Onsite)US Utility AccountProcess: Verint assessment, TA interview and Final interview. (VIRTUAL PROCESS ONLY)Perks:30,000 salary package.20% night differential.Free HMO for 2 dependents upon...

  • Customer Service Representative

    7 days ago

    Makati City, National Capital Region, Philippines SUNRISE SEARCH & SUPPORT INC Full time ₱900,000 - ₱1,200,000 per year

    About the role Looking for an exciting opportunity to build your career in customer service? SUNRISE SEARCH & SUPPORT INC' is currently seeking a full-time Customer Service Representative to join their team in Makati City Metro Manila. As a Customer Service Representative, you will be responsible for providing exceptional service to our valued customers...

  • Customer Service

    7 days ago

    Caloocan City, National Capital Region, Philippines Sonpac Marketing Full time ₱150,000 - ₱250,000 per year

    About the role Join our vibrant and growing team as a Customer Service Representative at Sonpac Marketing/Tokyo Drifit Custom Apparel. In this full-time role based in South Caloocan Metro Manila, you will be the face of our company, providing exceptional customer service and support to our valued clients. With a focus on client and sales administration, you...

  • Customer Support Staff

    3 days ago

    Caloocan City, National Capital Region, Philippines Eisberg Cold Logistics, Inc. (ORCA Caloocan) Full time ₱180,000 per year

    Responding to customer queries in a timely and accurate way, via phone, email, or chat/viber. Processing inbound and outbound transactions of the client. Identifying customer needs and helping customers use specific features Updating ORCA's internal databases with information about daily transactions, technical issues, and useful discussions with...

  • Customer Service Representative

    5 days ago

    Caloocan City, National Capital Region, Philippines Wei Acupuncture Clinic Full time ₱216,000 per year

    Job Summary:The CSR will provide frontline support for clients using our POS system, assisting with inquiries, troubleshooting, and ensuring excellent customer service. This role requires strong communication skills, technical aptitude, and a customer-oriented approach.Responsibilities:Respond to customer inquiries via phone, email, Viber, or MS Teams.Assist...

  • customer service representative

    5 days ago

    Caloocan City, National Capital Region, Philippines Clu Forwarding Full time ₱15,000 - ₱30,000 per year

    As the company's Customer Service Representative, you are responsible for:Attends to customer calls attentively, politely and in a timely mannerIn charge in customer service calls ticketing and handling customer complaintsAdheres to standards and guidelines of service call ticketingBe willing, able and capable of performing any job function as neededTo be a...

  • Customer Service Manager

    7 days ago

    Quezon City, National Capital Region, Philippines DISCOVER GROUP OF TRAVEL SERVICE INC. Full time ₱20,000 - ₱40,000 per year

    As a Customer Service Manager for our travel agency, you will lead and oversee the customer service operations to ensure excellent client support across all communication channels. You will be responsible for supervising customer service representatives, ensuring proper handling and timely resolution of client concerns, and maintaining high service...

  • Bilingual Customer Service Representative

    3 weeks ago

    Caloocan City, National Capital Region, Philippines MCI Full time

    POSITION OVERVIEWMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.Kickstart your career with us We're hiring Bilingual Customer...

  • Customer Service Representative

    7 days ago

    Caloocan City, National Capital Region, Philippines Ingcoph Traders Inc. Full time ₱150,000 - ₱250,000 per year

    Must have prior experience as a customer service representativeMainly responsible for answering customer questions through a variety of meansHandling and providing resolution of customer complaintsReal-time sending of quotations and updates in the systemResponsible for checking the system for available parts for both sales and repairMake sure all pending...

  • Customer Service Associate

    7 days ago

    Caloocan City, National Capital Region, Philippines Parsell Company Full time ₱216,840 per year

    We are seeking a friendly, empathetic, and detail-oriented Customer Support Associate to join our team. In this role, you will be the first point of contact for our customers, assisting with inquiries, troubleshooting, and issue resolution. The ideal candidate will have experience handling disputes, claims, and data analysis, and will be knowledgeable in...