Customer Support Specialist

Our client is a global leader in the BPO industry, providing exceptional customer service to top-tier companies worldwide. We pride ourselves on creating an inclusive, innovative, and dynamic work environment where employees thrive. As one of the largest BPO companies in the Philippines, we are looking for passionate and customer-focused individuals to join our growing team.

Position Overview:

We are seeking enthusiastic and dedicated Customer Support Specialists to join our onsite team. As a vital member of our customer service department, you will be responsible for delivering outstanding customer experiences, resolving inquiries, and ensuring customer satisfaction across various channels including phone, email, and live chat.

Key Responsibilities:

Customer Interaction: Serve as the first point of contact for customers, providing accurate and timely information about products, services, and solutions.

Problem Solving: Address customer concerns, complaints, and issues with empathy and professionalism. Utilize troubleshooting techniques to find appropriate solutions.

Product Knowledge: Maintain an up-to-date understanding of company products, services, and policies to effectively assist customers.

Case Management: Handle a variety of customer inquiries and issues efficiently, documenting all interactions and following up on unresolved cases.

Customer Retention: Work towards enhancing customer satisfaction and retention through high-quality support and proactive service.

Performance Metrics: Meet or exceed defined performance metrics such as response time, resolution time, and customer satisfaction scores (CSAT).

Collaboration: Work closely with internal teams such as technical support, sales, and account management to resolve issues and improve the overall customer experience.

Qualifications:

Education: High school diploma or equivalent (Bachelor's degree preferred).

Experience: At least 1-2 years of experience in customer service, preferably in a BPO setting.

Communication Skills: Excellent verbal and written communication skills in English. Additional proficiency in Filipino or other languages is a plus.

Technical Skills: Basic knowledge of MS Office and CRM software. Familiarity with customer support tools (e.g., Zendesk, Freshdesk) is a plus.

Problem-Solving: Strong analytical skills and the ability to think critically under pressure.

Adaptability: Ability to handle a fast-paced environment and adapt to changing customer needs and priorities.

Team Player: Must work well within a collaborative team environment while also being able to handle individual responsibilities.

Customer-Centric Attitude: Genuine passion for helping customers and delivering exceptional service.

Preferred Skills:

Experience in a high-volume contact center environment.

Ability to handle difficult customer interactions with patience and professionalism.

Multilingual skills (e.g., Spanish, Mandarin, Japanese) would be an asset.

What We Offer:

Competitive salary and benefits package.

Health and wellness programs (medical, dental, vision).

Continuous training and development opportunities to grow your career.

Friendly and supportive team environment.

Career advancement and leadership opportunities.

Fun and inclusive company culture with regular team events.

Working Hours:

Shifting schedules (24/7 operation) – flexibility is key, including nights, weekends, and holidays as required

Job Types: Full-time, Fresh graduate

Pay: Php20, Php35,000.00 per month

Benefits:

• Additional leave
• Company events
• Gym membership
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Education:

• Junior High School (Required)

Experience:

• BPO: 1 year (Preferred)

Language:

• English (Required)

Location:

• Quezon City (Required)

Work Location: In person