Customer Service Specialist

Beyond Horizon Group; Taguig; On-site; PHP 335,000 - 469,000; Full time

Job summary

Beyond Horizon Group in the Philippines seeks a Customer Service Operations Specialist to handle user inquiries, concerns, complaints, and account-related issues across Alta Sports' digital platforms, ensuring a responsive and positive user experience. The role requires excellent written and verbal communication, problem-solving, and the ability to manage multiple inquiries while prioritizing urgent concerns.

Collaboration with product, operations and content teams is essential.

Qualifications

• 2–3 years in customer service, support, or digital platform operations.
• Experience supporting users via online platforms, apps or digital services.
• Excellent written and verbal communication skills.
• Patient, professional and solutions-oriented with users.
• Strong problem-solving and analytical abilities.
• Ability to handle multiple inquiries and prioritize urgent concerns.

Responsibilities

• Handle customer inquiries through designated communication channels.
• Assist users with account, rewards, promotions, purchases, and platform-related concerns.
• Investigate and resolve user complaints and operational issues.
• Provide accurate and timely information to users.
• Escalate complex issues to appropriate departments.
• Maintain records of customer inquiries and resolutions.
• Identify recurring issues and provide feedback to product and operations teams.
• Help develop FAQs, response templates, and customer service procedures.
• Monitor customer satisfaction and service performance.
• Coordinate with community, product, technical, and content teams when necessary.

Skills

Customer service

Written & verbal communication

Problem-solving

Prioritization

Ticketing systems

Digital platforms

Tools

Ticketing systems

Customer service tools

Job description

Job Summary

The Customer Service Operations Specialist will handle user inquiries, concerns, complaints, and account-related issues across Alta Sports' digital platforms while ensuring a responsive and positive user experience.

Key Responsibilities

• Handle customer inquiries through designated communication channels.

• Assist users with account, rewards, promotions, purchases, and platform-related concerns.

• Investigate and resolve user complaints and operational issues.

• Provide accurate and timely information to users.

• Escalate technical, payment, account, or other complex issues to the appropriate departments.

• Maintain records of customer inquiries and resolutions.

• Identify recurring customer issues and provide feedback to the product and operations teams.

• Help develop FAQs, response templates, and customer service procedures.

• Monitor customer satisfaction and service performance.

• Coordinate with community, product, technical, and content teams when necessary.

Qualifications & Requirements

• At least 2-3 years of experience in customer service, customer support, or digital platform operations.

• Experience supporting users through online platforms, apps, or digital services.

• Excellent written and verbal communication skills.

• Patient, professional, and solutions-oriented when dealing with users.

• Strong problem-solving and analytical skills.

• Able to handle multiple inquiries and prioritize urgent concerns.

• Familiarity with customer service tools and ticketing systems is an advantage.

• Experience in sports, media, gaming, or digital platforms is a plus.