Customer Support Analyst
1 week ago
Hiring for our Client | Recruitment managed by EPG
Location: Taguig City
Work Setup: 100% Onsite (Work from Office)
- Provide support to high-profile customers across phone, chat, and email by investigating, troubleshooting, and resolving issues.
- Utilize all available resources to ensure efficient, high-standard service delivery.
- Act as a trusted advisor—listen, empathize, and ensure customer voices are heard through accurate issue tracking and upstream solutions.
- Take ownership of cases, apply critical thinking to identify root causes, and resolve issues on the first contact whenever possible.
- Log and escalate defects appropriately when needed.
- Educate and guide customers proactively to set clear expectations and add value.
- Deliver best-in-class support by resolving cases end-to-end and collaborating with subject matter experts for urgent fixes.
- Apply an investigative, data-driven mindset to resolve and prevent recurring customer issues.
- Anticipate customer needs to reduce friction, simplify experiences, and build trust in the company.
- Communicate clearly with internal and external partners to align solutions and drive results.
- Continuously learn about the Client's products and the evolving crypto landscape to effectively guide customers in navigating the fast-paced world of digital assets.
- At least 2–3 years of customer support experience in a contact center environment (chat and phone).
- Background in finance, fintech, or banking.
- Familiarity with cryptocurrency, blockchain, and Web3 concepts.
- Excellent English communication skills with the ability to engage high-profile customers.
- Experience in a Customer Success role is an advantage.
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