Customer Service Associate (Project-based)

Global Administrators Inc.; Philippines; On-site; PHP 279,000 - 424,000; Full time

Job summary

Global Administrators Inc. is seeking experienced Customer Service Associates to provide accurate, empathetic support to US-based employees regarding their workplace benefits.

This onsite role at Eton Centris, Quezon City, operates on a graveyard shift and prioritizes candidates who can start by November. You will handle inquiries by phone, email, chat or ticketing, explain plan features, assist with enrollment events, and coordinate with internal teams and vendors.

Qualifications

• 1–3 years of experience in customer service, benefits administration, or a related support role.
• Experience supporting US-based employees or US benefits is highly preferred.
• Strong verbal and written English communication skills.
• Proven customer service mindset with strong problem-solving and conflict-resolution skills.
• Proficiency with CRM systems, case management tools, and Microsoft Office applications.

Responsibilities

• Serve as the primary point of contact for employee inquiries related to U.S. benefits, including health, dental, vision, COBRA, retirement plans, life and disability insurance, FSA/HSA, and leave programs.
• Respond to inquiries via phone, email, chat, or ticketing systems in a professional, empathetic, and customer-focused manner.
• Explain benefit plan features, coverage options, eligibility rules, and enrollment procedures clearly and accurately.
• Assist employees during key benefit events such as new hire enrollment, life events, open enrollment, and terminations.
• Research and resolve benefit issues by coordinating with internal teams, and external benefit vendors as needed.
• Document all interactions and case resolutions accurately in designated systems to ensure compliance and audit readiness.

Skills

English communication

Customer service mindset

Problem-solving

Conflict-resolution

Tools

CRM systems

Case management tools

Microsoft Office

Job description

We’re hiring experienced Customer Service Associates!

If you have at least 2 years of call center experience, we’d love to meet you!

This is a project-based, permanent graveyard shift role based onsite at Eton Centris, Quezon City. Candidates who can start by November will be prioritized!

(note: Trainings will be at Hanston Square, Ortigas CBD, Pasig)

General Objective(s):

Responsible for delivering accurate, timely, and empathetic support to U.S.-based employees regarding their workplace benefits. The role serves as a trusted point of contact, helping employees understand and navigate benefit programs while ensuring compliance with company policies, plan rules, and applicable U.S. regulations.

Duties include, but are not limited to, the following:

• Serve as the primary point of contact for employee inquiries related to U.S. benefits, including but not limited to:

  • Health, dental, and vision plans

  • COBRA

  • Retirement plans (e.g., 401(k))

  • Life and disability insurance

  • Flexible Spending Accounts (FSA) / Health Savings Accounts (HSA)

  • Leave of absence and other benefit-related programs

• Respond to inquiries via phone, email, chat, or ticketing systems in a professional, empathetic, and customer-focused manner.

• Explain benefit plan features, coverage options, eligibility rules, and enrollment procedures clearly and accurately.

• Assist employees during key benefit events such as new hire enrollment, life events, open enrollment, and terminations.

• Research and resolve benefit issues by coordinating with internal teams, and external benefit vendors as needed.

• Document all interactions and case resolutions accurately in designated systems to ensure compliance and audit readiness.

Requirements:

• 1–3 years of experience in customer service, benefits administration, or a related support role.

• Experience supporting US-based employees or US benefits is highly preferred.

• Strong verbal and written English communication skills, with the ability to explain complex information in a clear and simple manner.

• Proven customer service mindset with strong problem-solving and conflict-resolution skills.

• Proficiency with CRM systems, case management tools, and Microsoft Office applications.