Onsite Customer Support Specialist II

Role Details
Type of Support:
Omnichannel

Contract Duration:
Full - time Permanent

Location:
On-Site (BGC, Taguig)

Schedule:
9:00 PM – 6:00 AM Manila Time |
Fri–Sat OFF
Expected Start Date:
December 11, 2025

About Us
Crescendo
represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don't just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let's build the future of customer experience together.
The Role
We're looking for a skilled
Customer Support Specialist II
to join our growing customer experience team for one of our global eCommerce partners. In this role, you'll deliver world-class service by handling inquiries through email and chat, ensuring every interaction reflects empathy, accuracy, and ownership.

This is an on-site position designed for professionals who take pride in problem-solving, maintaining service quality under pressure, and contributing to a collaborative, performance-driven environment.

What You'll Do:

• Manage customer interactions via chat and email, addressing concerns on orders, payments, deliveries, or account issues with efficiency and care
• Investigate and resolve complex cases requiring coordination with cross-functional teams
• Document customer interactions clearly and accurately in the CRM system
• Follow defined workflows while exercising sound judgment on escalations
• Identify recurring issues and share insights to help improve customer experience and internal processes
• Uphold data privacy and confidentiality in all communications
• Actively participate in training, calibration, and quality sessions to stay aligned with team standards

What We Expect From You:

• At least 2 years of experience in a BPO or eCommerce customer support environment (email/chat)
• Strong written English communication skills; able to adapt tone to the brand's voice
• Proficient in using CRM tools, ticketing systems, and web-based applications
• Excellent problem-solving, multitasking, and time-management skills
• A collaborative mindset and the ability to thrive in an in-person team setting
• Willingness to work on-site and on a 9:00 PM – 7:00 AM Manila Time | Fri–Sat OFF

What You'll Get In Return:

• Competitive Base Salary
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Core values give our work intention and our culture its edge. They're the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what's next
• Take ownership: Bold choices with integrity at the core—that's how impact lasts
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning

Crescendo
is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact

PRIVACY NOTICE
Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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