Back-End Customer Support Specialist

KMZD GROUP; Metro Manila; On-site; PHP 312,000 - 469,000; Full time

Job summary

KMZD GROUP is seeking a Back-End Customer Support Specialist in Metro Manila. The role handles non-voice support, emails, chats, and ticketing, managing customer records and coordination with internal teams to ensure timely issue resolution.

You will perform data entry, verify information in CRM, and prepare reports. Strong written communication and attention to detail are essential for success in this role.

Qualifications

• Degree preferred; equivalent work experience may be considered.
• Minimum 1 year in customer service, back-office, or admin support.
• Experience with non-voice support, email, chat, or ticketing is a plus.
• Proficient with Excel and Word; CRM and ticketing familiarity helpful.
• Strong written communication and excellent organization.

Responsibilities

• Handle and process customer requests, inquiries, and service transactions via email, chat, and tickets.
• Review and update customer information in CRM/databases with accuracy.
• Manage account records and transaction details with confidentiality.
• Monitor and track requests to support timely resolution.
• Coordinate with departments to resolve concerns and process requests.
• Perform data entry, document validation, and related admin tasks.
• Investigate discrepancies in accounts and service records.
• Prepare reports and document customer interactions and transactions.
• Escalate complex issues to appropriate teams when needed.
• Ensure compliance with policies and data privacy standards.

Skills

Customer service

Non-voice support

Data entry

CRM systems

Microsoft Excel

Written communication

Time management

Attention to detail

Education

Bachelor's degree or equivalent

Job description

About the role

The Back-End Customer Support Specialist provides essential administrative and operational support to ensure efficient customer service delivery. This role focuses on non-voice customer concerns, service requests, customer records, and coordination with internal teams to ensure timely and accurate issue resolution.

Key responsibilities

• Handle and process customer requests, inquiries, and service-related transactions through email, chat, and ticketing systems.

• Review, verify, and update customer information in internal databases and CRM systems.

• Manage customer documentation, account records, and transaction details with accuracy and confidentiality.

• Monitor and track customer requests, service tickets, and pending cases to support timely resolution.

• Coordinate with relevant departments to address customer concerns, process requests, and resolve outstanding issues.

• Perform data entry, document validation, and other administrative tasks related to customer support operations.

• Investigate discrepancies in customer accounts, transactions, and service records.

• Prepare reports and maintain accurate documentation of customer interactions and completed transactions.

• Escalate complex concerns to the appropriate teams when necessary.

• Ensure compliance with company policies, service standards, and data privacy requirements.

What we're looking for

• A bachelor's degree in any field is preferred; equivalent work experience may be considered.

• At least 1 year of experience in customer service, back-office operations, administrative support, or a related role.

• Experience handling non-voice customer support, email support, chat support, or ticket management is an advantage.

• Proficiency in Microsoft Office applications, particularly Excel and Word.

• Familiarity with CRM platforms, ticketing systems, and customer database management is an advantage.

• Strong written communication and organizational skills.

• Excellent attention to detail, accuracy, and time management.

• Ability to handle multiple tasks and meet deadlines.

• Strong problem-solving and coordination skills.