Customer Support Specialist

2 days ago

Manila, National Capital Region, Philippines Borderless Full time ₱300,000 - ₱600,000 per year

About the Role

As a Customer Support Specialist – Candidate Experience, you'll be dedicated to supporting the employees of our customers — guiding them through their journey with care, clarity, and empathy.

You'll handle queries from candidates about their visa application progress and next steps, ensuring they always feel informed and supported throughout the process. Many of the candidates you'll speak with will be navigating time-sensitive or emotionally charged situations, so your calm and compassionate communication will make all the difference.

This is a people-first role for someone who brings warmth, precision, and composure to every interaction. You'll help ensure every candidate feels cared for and confident from start to finish.

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Responsibilities

  • Respond to candidate queries about their visa application progress and timelines.
  • Provide reassurance, guidance, and clear communication throughout the process.
  • Keep candidate records and communication logs accurate and up to date in our systems.
  • Collaborate with the Operations and Immigration teams to ensure a seamless experience for candidates.
  • Proactively identify opportunities to improve candidate communication and experience.
  • Maintain a calm, empathetic tone when supporting candidates through sensitive or time-critical situations.
  • Suggest improvements to processes, content, or communication templates based on common themes or feedback.

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Skills & Qualities We're Looking For

  • Empathy & Emotional Intelligence – You can support people who may be stressed, uncertain, or under pressure.
  • Clear Communication – You explain next steps simply, calmly, and confidently.
  • Composure Under Pressure – You remain professional, kind, and reassuring even when timelines are tight.
  • Attention to Detail – You ensure every message and record is accurate and complete.
  • Ownership & Accountability – You take responsibility for timely, thoughtful, and consistent communication.
  • Learning Agility – You quickly understand new systems, workflows, and context.
  • Organisation & Reliability – You manage multiple ongoing conversations without losing track of details.

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Why This Role Matters

Behind every visa application is a person waiting to start or continue their life in a new country — often with high hopes and tight deadlines.

You'll be the reassuring voice that helps candidates feel supported, informed, and cared for every step of the way. By combining empathy with precision, you'll help turn a stressful process into a positive experience, building trust and confidence in the journey ahead.

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