Customer Service Associate (Technical)

A7 Recruitment Company; Taguig; On-site; PHP 360,000 - 480,000; Full time

Job summary

A7 Recruitment Company in Taguig is seeking a Customer Service Associate to lead the operational implementation and maintenance of future customer service systems and CRM software. You will drive internal and external reporting, manage client support inquiries, and assist with onboarding and data integrity for CRM migrations.

Strong communication and problem-solving skills are essential. You will collaborate with IT and operations teams, map workflows, coordinate vendor demos, and develop

Qualifications

• 2 years of experience in customer service, technical support, or operations.
• Practical understanding of customer service software, ticketing systems, and AI-assisted tools or workflow automation.
• Excellent written and verbal communication; conflict resolution.
• Strong problem-solving, attention to detail, and ability to coordinate projects.
• Bachelor’s degree in Business Administration, Information Technology, or Communications.

Responsibilities

• Act as the primary CS user representative during CRM/vendor rollout.
• Map current support workflows, data requirements, and specs.
• Coordinate vendor demos, system testing, and UAT.
• Train team members on new CRM tools and SOPs.
• Prepare internal operational reports on inquiries, response times, and system performance.
• Prepare external reports for management, clients, regulators, or stakeholders.
• Track and follow up on client inquiries escalated to operations.
• Identify bottlenecks to inform future software requirements.
• Respond to client inquiries via email, chat, phone, and tickets.
• Resolve escalated issues and log interaction details.
• Update FAQs and knowledge bases.
• Assist with basic review and routing of client verification documents.
• Provide entry-level support for online portal navigation.
• Support basic client record updates and maintain interim logs.

Skills

Customer service

Technical support

Operations

Systems & AI

Communication

Process mapping

Project coordination

Education

Bachelor’s degree

Job description

Job Summary

The Customer Service Associate leads the operational implementation and maintenance of future customer service systems and CRM software, drives internal and external reporting, and manages core client support inquiries.

Key Responsibilities

• Systems Development & CRM Implementation Lead

  • Act as the primary CS user representative during the evaluation, selection, and rollout of a new CRM or ticketing platform.

  • Map current customer support workflows, data requirements, and functional specifications for system setup.

  • Coordinate vendor demos, system testing, and User Acceptance Testing (UAT) prior to deployment.

  • Train team members on new CRM tools and establish standard operating procedures for data entry and ticket management.

• Operations & Reporting

  • Prepare and generate regular internal operational reports on inquiry volumes, response times, and system performance.

  • Prepare external reports for management, client updates, regulatory submissions, or third-party stakeholders as required.

  • Track and follow up on client inquiries escalated to internal operational teams.

  • Identify system bottlenecks and operational gaps to inform future software requirements.

• Customer Support

  • Respond to client inquiries and issues via email, chat, phone, and ticketing platforms.

  • Resolve escalated client issues and log interaction details in existing support channels.

  • Update FAQs, knowledge bases, and standard response templates.

• Client Onboarding & Maintenance Support

  • Assist with basic review and routing of incoming client account verification documents.

  • Provide entry-level support for online portal navigation inquiries.

  • Support basic client record updates and maintain interim logs to ensure data integrity for future CRM migration.

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.