Customer Service Associate (Back-Office - Fixed-Term)

Symbos Managed Services Inc; Metro Manila; On-site; PHP 279,000 - 391,000; Full time

Job summary

Symbos is hiring a Customer Support Associate for a four-month fixed-term contract in Ortigas, Philippines. The role centers on non-voice support via chat and email, plus back-office processing and managing order/account-related requests onsite.

You'll join a New Zealand-based online retailer's customer operations, delivering accurate, empathetic service and maintaining records to a high standard. Senior High School or equivalent is required with 6–12 months BPO experience preferred.

Qualifications

• Senior High School graduate or equivalent qualification.
• 6–12 months of BPO experience, preferably back-office processing, chat or email support.
• Strong written English communication with clear, professional, empathetic responses.
• High attention to detail with organizational, time management and problem-solving skills.
• Comfortable working across multiple systems and managing competing tasks.
• Customer-first mindset; able to work independently and as part of a team.
• Onsite in Ortigas; flexible to day shifts.

Responsibilities

• Respond to customer inquiries via chat and email in a professional, accurate and customer-focused manner.
• Assist with order updates, delivery inquiries, account concerns, returns and exchanges.
• Complete data updates, order processing and case documentation accurately.
• Maintain clear and complete records of customer interactions across relevant systems.
• Monitor assigned cases and complete follow-up within agreed turnaround times.
• Escalate complex, sensitive or unresolved concerns to the appropriate team.
• Follow retail processes, policies, security requirements and service standards.
• Meet agreed expectations for quality, accuracy, productivity and turnaround time.

Skills

Written English communication

Attention to detail

Time management

Independent working

Team collaboration

Education

Senior High School diploma

Tools

CRM platforms

Ticketing systems

Job description

At Symbos, we create connected experiences that combine empathy, technology and operational excellence. We are an Australian-led organisation with global capability, bringing together talented people who want to do meaningful work, grow their careers and make a positive impact for customers and clients.

About the Client

You will support an established New Zealand-based online retailer offering products across a wide range of categories. The customer support team helps customers throughout their online shopping journey, with a focus on timely, accurate and helpful service across written channels.

The Opportunity

We are looking for Customer Support Associates to join a non-voice retail support account on a four-month fixed-term contract. You will respond to customer enquiries through chat and email, complete back-office processing and manage order or account-related concerns with accuracy, care and a strong service mindset. This is an onsite role in Ortigas. Candidates must be flexible to work assigned day shifts and rest days based on business requirements.

What Sets This Role Apart

• Non-voice customer support through chat, email and back-office processing
• Structured processes, training and support from a collaborative team
• Opportunity to build retail and e-commerce customer operations experience
• Four-month fixed-term contract based onsite in Ortigas

Key Responsibilities

• Respond to customer enquiries through chat and email in a professional, accurate and customer-focused manner
• Assist with order updates, delivery enquiries, account concerns, returns, exchanges and other retail-related requests
• Complete data updates, order processing and case documentation accurately and efficiently
• Maintain clear and complete records of customer interactions across relevant systems
• Monitor assigned cases and complete follow-up within agreed turnaround times
• Escalate complex, sensitive or unresolved concerns to the appropriate team
• Follow retail processes, policies, security requirements and service standards
• Meet agreed expectations for quality, accuracy, productivity and turnaround time

What We’re Looking For

• Senior High School graduate or equivalent qualification
• Between 6 and 12 months of BPO experience is highly preferred, particularly in back-office processing, chat or email support
• Strong written English communication skills with the ability to provide clear, professional and empathetic responses
• High attention to detail with strong organisational, time management and problem-solving skills
• Comfortable working across multiple systems and managing competing tasks
• Customer-first mindset with the ability to work independently and as part of a team
• Available to work onsite in Ortigas and flexible to work assigned day shifts

Nice to Have

• Experience supporting retail, e-commerce or online marketplace customers
• Experience using CRM, ticketing or web-based customer service platforms

Who This Role Suits

This role suits someone who communicates confidently in writing, enjoys solving customer concerns and takes pride in accurate work. You will be comfortable managing several tasks and systems while working independently and contributing to a supportive team environment.

Application Process

The first step is an online assessment, which will help us evaluate the written communication, accuracy and customer service capabilities relevant to the role. Shortlisted candidates will then progress through the next stages of the recruitment process.