Email Specialist

Service Desk Agent 2 (CRM Support)

Location
: Tarlac/Clark

Shift
: 7am-4pm, Mon-Fri

Arrangement
: Onsite

Unlock your potential

The Service Desk II role is critical in delivering a seamless and positive experience for TOA Global's employees and clients.

This position will provide administrative support to Client Relationship Managers, which includes direct interaction with clients via email. They must be able to communicate professionally, respond promptly to inquiries, and ensure that all client interactions are handled with clarity and care.

Equally important is the proficiency in case management as this role is expected to manage and resolve cases efficiently, which is vital in delivering timely solutions to both internal teams and external clients.

With proactive problem-solving and a commitment to exceptional service, Service Desk II agents enhance customer satisfaction and ensure every interaction is handled with professionalism and care.

Responsibilities

• Collaborate with cross-functional teams to address complex cases with multiple tasks or dependencies.
• Effectively manage complex cases by utilizing case management systems and tools to track, prioritize, and resolve inquiries with accuracy and efficiency.
• Analyze cases to identify root causes and determine the most appropriate resolution, escalating to the appropriate department when necessary.
• Ensure timely and accurate case handling by managing multiple cases simultaneously while maintaining attention to detail and adherence to service standards.
• Provide real-time assistance via Live Chat as needed.

Key Qualifications/Experience

• Experienced in using case management systems and tools effectively.
• Experienced in email management
• Works effectively with cross-functional teams to resolve complex cases.
• Analyzes cases, identifies root causes, and determines the best resolution, initiating to the next level of support as needed.
• Manages multiple cases while ensuring accuracy and meeting service standards.
• Provides real-time assistance with clarity and efficiency via Live Chat.

What's in it for you?

• A competitive salary
• Health Insurance, and Life Insurance coverage
• 21 annual paid leaves
• Annual increase (Annual Performance Review)
• Tenure Recognition Program
• Access to certifications and courses from Ab2 Institute of Accounting
• 20+ options of free coffee and chocolate drinks
• Billiards, table tennis, or foosball in our breakout room
• Work-life balance and logging off on time for you to enjoy more personal time.
• A genuinely diverse, caring, supportive and high achieving team environment.
• Ongoing training, development and career progression opportunities

Why Join Us?

At
TOA
, we believe your career should thrive alongside your personal life. That's why we offer a complete package of benefits designed to support your
growth
,
well-being
, and
happiness
—both inside and outside of work:

Comprehensive Health & Insurance Plan – including up to ₱50k Maternity Benefits and coverage for dependents, parents, or your common-law partner

Guaranteed Annual Salary Increases with performance reviews

International Career Opportunities and a global professional network

Unlimited Referral Bonuses – earn cash incentives when you refer great talent

Work-Life Balance – weekends off plus up to 21 Paid Leave Days a year

Recognition & Rewards – celebrate your milestones with our Tenure Program, offering FREE HMO for dependents or cash incentives

Professional Development – access certifications and courses through the Ab2 Institute of Accounting

Competitive Perks – 20% Night Differential and Non-taxed Monthly Allowances

A Family-First, People-Centered Culture that values your time, with log-off policies to ensure you enjoy your personal life

Fun at Work – exclusive TOA merchandise, team activities, and a breakout room with billiards, foosball, and table tennis

Convenient & Healthy Workplace – close to residences, malls, restaurants, and sports hubs

Work with purpose. Grow with confidence. Live with balance.