Customer Care Associate – Email & Chat Support

Firstsource; Philippines; On-site; PHP 201,000 - 335,000; Full time

Job summary

Firstsource Philippines seeks an Associate / Sr Associate to deliver exceptional email and chat support for clients across regions. You will resolve inquiries, provide product/service information, and maintain customer relationships in a fast-paced contact center environment.

The role involves handling inquiries via phone, email, and chat, ensuring CSAT targets are met while adhering to SLAs and data protection rules. Training and career progression are offered within Operations.

Qualifications

• Excellent English communication and customer service mindset.
• Ability to handle inquiries via phone, email, and chat.
• Familiarity with CRM and ticketing systems.
• Willingness to work flexible hours including weekends.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Resolve product/service issues and billing inquiries.
• Maintain accurate records of customer interactions and resolutions.
• Escalate complex issues to appropriate teams or supervisors.
• Adhere to SLAs and data protection regulations.
• Collaborate with internal teams to resolve customer concerns.

Skills

English communication

Customer service orientation

Calm under pressure

Multitasking

Adaptability

Flexible hours

Education

Graduate Fresher

Undergraduate - 2 Years Experience

Tools

CRM tools

Ticketing systems

Job description

Firstsource Philippines seeks an Associate / Sr Associate to deliver exceptional email and chat support for clients across regions. You will resolve inquiries, provide product/service information, and maintain customer relationships in a fast-paced contact center environment.

The role involves handling inquiries via phone, email, and chat, ensuring CSAT targets are met while adhering to SLAs and data protection rules. Training and career progression are offered within Operations.