B2B Account Specialist - Night Shift (Cebu)

HGS Offshore Staffing Solutions; Cebu City; On-site; PHP 268,000 - 402,000; Full time

Benefits offered by this job

Night Shift

Day 1 HMO

On-site

Job summary

HGS Offshore Staffing Solutions in Cebu City is seeking an experienced client-support specialist to monitor inbound requests via Zendesk, triage by urgency, and respond promptly to inquiries.

You will partner with Facility Managers, add vendors to locations, guide vendors on processes, and ensure maintenance schedules are followed, while maintaining accurate documentation.

The role requires at least three years in customer or technical support, strong communication, and a client-facing mindset.

Qualifications

• Experience with customer support/technical support/customer success roles.
• Proven ability to manage client interactions effectively.
• Strong communication and problem-solving skills.

Responsibilities

• Monitor inbound Zendesk requests and prioritize by urgency.
• Respond promptly to support inquiries and provide guidance to clients.
• Coordinate with Facility Managers to ensure service delivery.
• Add vendors to locations and guide them on processes.
• Ensure compliance with maintenance schedules and document requests.
• Identify cost-saving opportunities related to asset repairs.

Skills

Zendesk

Customer support

Technical support

Client management

Communication skills

Tools

Zendesk

Job description

• On-site (1 Nito Tower, Cbu)

• Night Shift (US Account)

• Day 1 HMO

Duties and Responsibilities

• Monitor inbound assistance requests through the Zendesk help desk platform.

• Triage and prioritize support requests based on urgency and impact.

• Respond promptly and efficiently to inbound support inquiries.

• Provide basic training and guidance to clients and service providers on the client's application.

• Partner with Facility Managers to coordinate service delivery.

• Add vendors to assigned locations as needed.

• Guide vendors on proper processes and procedures.

• Manage compliance with scheduled maintenance services.

• Review work order requests and identify cost-saving opportunities related to asset or equipment repairs (e.g., warranty coverage, landlord responsibility).

• Maintain accurate documentation for every assigned request.

Qualifications and Experience

• Facility maintenance knowledge, customer service experience, and software support experience are preferred.

• Experience in a client-facing or client management role.

• At least three (3) years of experience in customer support/technical support/customer success.