Customer Service Analyst

First Circle; Pateros; Hybrid; PHP 391,000 - 446,000; Full time

Benefits offered by this job

HMO from week one

Catered lunches

Monthly fitness allowance

Transportation allowance

Accommodation allowance

Job summary

First Circle in the Philippines is seeking a Customer Support Analyst to manage escalated inquiries via call, chat, email, and social channels while analyzing support data to drive improvements. You will work in a hybrid setup, collaborate with Product, Engineering, and Operations, and contribute to process enhancements with a customer-centric mindset.

The ideal candidate has 3–5 years in customer support, excellent English communication, and familiarity with Zendesk or similar platforms.

Qualifications

• 3–5 years of experience in customer support or related role.
• Excellent English written and verbal communication.
• Familiarity with Zendesk, Freshdesk, Salesforce Service Cloud or similar.
• Willingness to work flexible hours including weekends and holidays.
• Ability to multitask, prioritize, and manage time in a fast-paced environment.
• Strong analytical and problem-solving skills; Excel/SQL skills are a plus.

Responsibilities

• Serve as the point of contact for escalated customer support issues via email, chat, phone, or ticketing system.
• Track KPIs such as response times, resolution rates, and customer satisfaction scores.
• Analyze support data to identify trends, root causes, and improvement opportunities.
• Develop and maintain documentation for support procedures and training.
• Monitor and report on customer feedback to inform product and service improvements.
• Collaborate with Product, Engineering, and Operations to resolve issues and drive improvements.

Skills

Customer support

English communication

Zendesk

SQL

Excel

Data analysis

Tools

Zendesk

CRM systems

SQL

Job description

First Circle is the fastest growing FinTech company in the Philippines. We are dedicated to building financial tools that empower businesses to work smarter, move faster, and stay ahead of the curve. Our dynamic and fast-paced environment offers opportunities to collaborate with experienced professionals who are redefining the future of SME finance.

We are currently looking for an analytical, tech-savvy, detail-oriented, and customer-focused Customer Support Analyst to join our support team. In this role, you will mainly handle escalated customer inquiries through call, chat, email, and social media channels, while also analyze support data, identify trends, and contribute to the improvement of customer service processes,

At First Circle, our commitment to excellent, relationship-driven customer service remains at the heart of everything we do. Explore our Google reviews to see the impact we’re making - and if you’re ready to contribute to that success, we’d love to work with you.

Responsibilities

• Serve as the point of contact for escalated customer support issues via email, chat, phone, or ticketing system.
• Track key performance indicators (KPIs), including response times, resolution rates, and customer satisfaction scores.
• Analyze customer support data to identify trends, root causes, and opportunities for process improvement.
• Develop and maintain comprehensive documentation for support procedures and training materials.
• Monitor and report on customer feedback to inform product and service improvements.
• Participate in system and process audits to ensure adherence to quality standards.
• Assist with onboarding and training of new support team members as needed.
• Collaborate cross-functionally with Product, Engineering, and Operations teams to resolve customer issues and drive improvements.

Requirements

• Years of relevant experience: 3-5 years of experience in customer support or a related role.
• Excellent English written and verbal communication skills.
• Familiarity with customer support software such as Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms.
• Willingness to work flexible hours, including weekends and holidays, as part of a rotating support schedule.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• High attention to detail and a passion for improving customer experiences.
• Strong analytical and problem-solving skills; proficiency in Excel, SQL, or support analytics tools is a plus.

Benefits

• Salary: PHP 35,000-40,000 gross per month depending on experience.
• Hybrid work set-up: 2 days per week in our BGC office; remote the rest of the time.
• Benefits: HMO coverage from week one, free catered lunches, monthly fitness, transportation, and accommodation allowance, and more.
• Join a team with a deeply collaborative culture! Learn more here:https://www.firstcircle.ph/careers

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