Customer Steward Specialist

Staff Outsourcing Solutions; Loay; Presencial; PHP 300.000 - 420.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

Night differential

Annual leave

Career growth

Training program

On-site Cebu office

Descripción de la vacante

Staff Outsourcing Solutions is hiring a Customer Steward Specialist to deliver warm, accurate support across phone, email, chat and SMS. You will resolve routine questions, assist with orders and subscriptions, and explain policies clearly from our Cebu City office.

The role requires customer-facing experience, empathy, and strong communication. Expect night shift alignment with US business hours, a full-time direct hire, and growth opportunities through SOS Academy.

Formación

• Experience in customer-facing roles is required.
• Ability to handle inquiries via multiple channels.
• Strong communication and problem-solving skills.
• Able to learn new systems quickly.

Responsabilidades

• Respond to customer inquiries via phone, email, chat, and SMS.
• Resolve routine questions related to orders, subscriptions, products, accounts, and services.
• Handle customer concerns with empathy, professionalism, and clear communication.
• Assist customers with placing and modifying orders and managing subscriptions.
• Explain delivery schedules, processes, policies, and procedures clearly.
• Process refunds, credits, and reshipments within established guidelines.
• Coordinate with couriers or shipping providers regarding customer delivery concerns.
• Develop and maintain strong knowledge of products, promotions, policies, and procedures.
• Provide accurate product information and proactive guidance to customers.
• Maintain high customer satisfaction and identify opportunities to improve the customer experience.
• Document and share customer feedback to help improve products and processes.
• Escalate complex or unfamiliar concerns to the appropriate team.
• Participate in training, team meetings, and knowledge-sharing activities.
• Support teammates, including assisting with new team member training and schedule coverage when needed.

Conocimientos

Customer support

Multichannel

Empathy

Communication

Problem solving

Learning agility

Attention to detail

OS familiarity

Descripción del empleo

We are looking for a Customer Steward Specialist to provide warm, accurate, and service-oriented support to customers across multiple communication channels. The role focuses on delivering high-quality customer service, resolving concerns efficiently, and ensuring a consistent and positive customer experience.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and SMS.
• Resolve routine questions related to orders, subscriptions, products, accounts, and services.
• Handle customer concerns with empathy, professionalism, and clear communication.
• Assist customers with placing and modifying orders and managing subscriptions.
• Explain delivery schedules, processes, policies, and procedures clearly.
• Process refunds, credits, and reshipments within established guidelines.
• Coordinate with couriers or shipping providers regarding customer delivery concerns.
• Develop and maintain strong knowledge of products, promotions, policies, and procedures.
• Provide accurate product information and proactive guidance to customers.
• Maintain high customer satisfaction and identify opportunities to improve the customer experience.
• Document and share customer feedback to help improve products and processes.
• Escalate complex or unfamiliar concerns to the appropriate team.
• Participate in training, team meetings, and knowledge-sharing activities.
• Support teammates, including assisting with new team member training and schedule coverage when needed.

Qualifications

• Strong alignment with company core values.
• Reliable, dependable, and mindful in handling customer concerns.
• Strong critical thinking, problem-solving, and multitasking skills.
• Proficient in PC navigation and familiar with end-user operating systems.
• Familiarity with voice, email, SMS, and chat support channels.
• Previous customer-facing experience is required.
• Experience in specialty services or similar customer support environments is an advantage.
• Strong verbal and written communication skills.
• Ability to learn new systems, products, and processes quickly.

What We're Looking For

A customer-focused professional who is empathetic, reliable, detail-oriented, and committed to providing excellent service while building positive and lasting customer relationships.

Details

• Onsite at our office in Cebu Business Park, Cebu City.
• Night shift (US business hours), Monday to Friday.
• Full time, start as soon as possible.

What you get

• Salary package with regular salary appraisals
• HMO and health insurance
• Night differential and holiday premium pay
• Service incentive leave upon regularization
• Monday to Friday schedule, weekends off
• Full-time direct hire with real room to grow
• Training and upskilling through SOS Academy
• Employee engagement activities and a healthy work environment
• Class A office in Cebu Business Park with backup power and redundant internet

About Staff Outsourcing Solutions

we build dedicated teams in Cebu for businesses in the United States, Canada and Australia. Our team members work inside our clients' daily operations in customer service, sales, healthcare support, accounting, e-commerce, creative and technical roles, full time and on site in Cebu Business Park. We hire for experience and character, we train through SOS Academy, and we keep the same team with a client for years. Founded in 2010, we have grown mostly by referral. Every applicant gets a reply. Office: 7th Floor, MDCT Building, Leyte Loop, Cebu Business Park, Cebu City.

Staff Outsourcing Solutions never asks applicants for payment, training fees or personal documents before a written job offer.