Customer Service Associate

AB Capital Group; Taguig; On-site; PHP 230,000 - 350,000; Full time

Job summary

AB Capital Securities, Inc. is seeking a Customer Service Associate to support implementation and ongoing management of customer service systems and CRM platforms, prepare internal and external reports, and handle core client support and operational requirements.

The role covers CRM implementation, operations reporting, client onboarding, knowledge management, and producing visuals for communications. 2 years' experience in customer service or operations is expected, with strong communication

Qualifications

• 2 years of experience in customer service, technical support, or operations.
• Practical understanding of customer service software, ticketing systems, and AI-assisted support tools or workflow automation.
• Articulate speaker with strong written communication, active listening, and conflict resolution capabilities.
• Process mapping, structured problem-solving, high attention to detail, and project coordination.

Responsibilities

• Lead CRM implementation, map workflows, data requirements, and system specs.
• Prepare regular reports on inquiries, response times, escalations, and system performance.
• Handle client inquiries across email, chat, phone, and ticketing platforms; coordinate escalations.
• Support client onboarding, verification document routing, and account maintenance requests.
• Maintain FAQs and knowledge bases; identify service gaps and improve processes.
• Create basic graphics and visual content to support communications and reports.

Skills

Communication skills

Active listening

Conflict resolution

Cross-functional collaboration

Education

Bachelor's degree in Business Administration

Bachelor's degree in Information Technology / Communications

Tools

CRM software

Ticketing systems

AI-assisted tools

Job description

AB Capital Securities, Inc. is looking for a Customer Service Associate to support the implementation and ongoing management of customer service systems and CRM platforms, prepare internal and external reports, and handle core client support and operational requirements.

Responsibilities

Systems Development & CRM Implementation: Lead Customer Support requirements for the evaluation, selection, and implementation of CRM and ticketing systems; map workflows, data requirements, and system specifications; coordinate vendor demos, testing, UAT, team training, and SOP development.

Operations & Reporting: Prepare regular reports on inquiry volumes, response times, escalations, and system performance; support management, client, regulatory, and third-party reporting requirements; monitor operational issues and recommend process and system improvements.

Customer Support & Escalations: Handle client inquiries across email, chat, phone, and ticketing platforms; resolve and coordinate escalated concerns with relevant internal teams; ensure client interactions and resolutions are properly documented and tracked.

Client Onboarding & Account Maintenance: Support the review and routing of client verification documents, online portal inquiries, and basic account maintenance requests; maintain accurate client records and interim logs to support data integrity and future CRM migration.

Knowledge Management & Process Improvement: Maintain FAQs, knowledge bases, standard response templates, and support procedures; identify recurring client concerns, workflow bottlenecks, and service gaps to improve Customer Support efficiency and client experience.

Graphics & Visual Support: Create basic graphics, presentation materials, and other visual content to support Customer Service communications, reports, client advisories, and other departmental requirements.

Qualifications

Experience: 2 years of experience in customer service, technical support, or operations.

Systems & AI Proficiency: Practical understanding of customer service software, ticketing systems, and AI-assisted support tools or workflow automation.

Communication Skills: Articulate speaker with strong written communication, active listening, and conflict resolution capabilities.

Competencies: Process mapping, structured problem-solving, high attention to detail, and project coordination.

Education: Bachelor’s degree in Business Administration, Information Technology, Communications, or a related field.