Customer Service Associate

DFNN, Inc.; Silang; On-site; PHP 290,000 - 402,000; Full time

Job summary

DFNN Inc. is forming an in-house Customer Service team in Silang, Cavite to support its regulated gaming operations. The Customer Service Associate will handle inquiries, resolve issues, track tickets, and ensure a smooth user experience across the platform.

The role requires experience in customer service or chat support, strong English and Tagalog communication, and flexibility to work a 3-shift schedule at the Silang location.

Qualifications

• Experience in Customer Service, Chat Support, or Ticketing operations (gaming/fintech/tech support a plus).
• Strong written communication in English and Tagalog for clear chat interactions.
• Comfortable navigating chat platforms and ticketing tools.
• Willing to work in Silang, Cavite on a 3-shift rotation (Morning, Mid, Night) on a 5-day week.

Responsibilities

• Respond to inquiries and document actions to maintain customer relationships.
• Study products, services, and processes to prepare for inquiries.
• Research and gather information to answer inquiries and verify customer understanding.
• Document inquiries and responses in customer accounts.

Skills

Chat Support

Ticketing

Customer Service

Bilingual EN/Tagalog

Ticketing software

Tools

Ticketing software

Reporting tools

Job description

Join us as our Customer Service Associate!

About DFNN Inc.

DFNN Inc. is a publicly listed, leading technology provider and corporate group based in BGC, Taguig. Operating across diverse sectors including IT consultancy, technical services, and regulated gaming, DFNN continuously expands its operational reach to deliver secure, cutting-edge solutions across the Philippines.

We are currently building our internal Customer Service team to support our expanding operations with our subsidiary, IEST.

Location: Silang, Cavite

Work Setup: Shifting Schedule (5-day workweek with 2 days off)

As a Customer Service Associate, you will be the front line of player support and finance transactions for our regulated gaming operations. You will handle inquiries, resolve issues, track tickets, and deliver a smooth customer experience for our platform users.

Key Responsibilities

• Maintains customer relationship by responding to inquiries; documenting actions.

• Prepares for customer inquiries by studying products, services, and customer service processes.

• Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer.

• Records customer inquiries by documenting inquiry and response in customers’ accounts.

• Improves quality service by recommending improved processes; identifying new product and service applications.

• Updates job knowledge by participating in educational opportunities.

• Accomplishes customer service and organization mission by completing related results as needed.
  

Qualifications & Requirements

• Experience: Previous experience in Customer Service, Chat Support, or Ticketing operations (experience in gaming, fintech, or tech support is a plus!).

• Communication Skills: Strong written communication skills in English and Tagalog, with a knack for clear and empathetic chat interactions.

• Technical Aptitude: Comfortable navigating chat platforms, reporting tools, and ticketing software.

• Flexibility: Amenable to working in South Boulevard, Silang, Cavite on a 3-shift rotation (Morning, Mid, or Night shifts) on a 5-day workweek schedule. Preferably with service vehicle (e.g. motorcycle, vehicle).

• Mindset: Proactive, detail-oriented, and excited to work in a collaborative, fast-paced team setup.

Why Join Us?

• Be a pioneer member of an in-house CS team for an expanding PAGCOR-licensed gaming operation.

• Work in a supportive environment alongside experienced Team Leaders.

• Competitive salary and opportunity for professional growth within the DFNN Group.