GoRewards Advisor

Job Overview:

We are looking for a detail-oriented and customer-focused GoRewards Advisor (Email and Chat Support) to join our team. The role is responsible for handling customer inquiries and membership-related concerns via email and chat, ensuring timely, accurate, and professional responses. The ideal candidate has at least 1 year of customer service experience, preferably with Zendesk, and demonstrates strong communication and problem-solving skills.

Key Responsibilities:

• Handle account and membership management inquiries across multiple channels (mobile app, website, social media, email, and back-end systems).
• Perform data entry and membership fulfillment tasks with accuracy and attention to detail.
• Assist members, non-members, and partners with concerns related to inquiries and incidents.
• Manage customer communications via email and chat, providing professional, empathetic, and solution-oriented responses.
• Ensure first-contact resolution to deliver high levels of customer satisfaction.
• Maintain up-to-date customer records and ensure reports are complete and organized in the prescribed systems.
• Collaborate with the team to identify and resolve top ticket drivers and recurring issues.
• Handle escalated or sensitive concerns with diplomacy and tact, escalating appropriately when necessary.
• Ensure compliance with verification procedures (e.g., VAIIG) and all company guidelines and policies.
• Follow up promptly on open concerns to ensure customer satisfaction and service quality.
• Provide feedback and suggestions to management regarding process improvements and customer experience.
• Achieve and maintain required KPI metrics, including response time, accuracy, and customer satisfaction.

Qualifications:

• At least 1 year of experience in customer service, email/chat support, or loyalty program operations.
• Experience using Zendesk or similar ticketing tools is a plus point.
• Strong written communication skills with excellent grammar and attention to detail.
• Ability to multitask, organize information, and manage multiple tickets efficiently.
• Demonstrates empathy, patience, and professionalism in customer interactions.
• Basic proficiency in MS Office or Google Workspace applications.
• Must be willing to work in rotational shifts, including weekends or holidays, if required.

Why Join Us:

• Competitive fixed salary of ₱19,000/month.
• Opportunity to work with a well-established loyalty program and collaborative support team.
• Training and continuous skill development provided.
• Supportive company culture focused on accuracy, empathy, and customer satisfaction.

Job Type: Full-time

Pay: Php18, Php19,000.00 per month

Benefits:

• Paid training

Work Location: In person