Customer Success Associate

AStella International; Bacoor; On-site; PHP 223,000 - 446,000; Full time

Job summary

AStella International is seeking a Customer Success Associate to provide day-to-day support to clients, applicants, and internal teams. You will be a primary contact, handling inquiries, resolving concerns, providing updates, and ensuring a positive client experience throughout the background screening process.

The role focuses on delivering professional customer support, accurate record-keeping, and collaborative problem-solving in a fast-paced onboarding environment.

Qualifications

• Excellent verbal and written communication.
• Strong customer service and problem-solving skills.
• Experience in customer service, BPO, client support, or related roles is an advantage.

Responsibilities

• Respond to client and applicant inquiries via phone, email, and other channels promptly and professionally.
• Provide updates on background screening orders and service requests.
• Assist customers with account inquiries and platform navigation.
• Maintain accurate customer records in systems.
• Escalate complex issues to supervisors or management when needed.
• Monitor shared inboxes, queues, and ticketing systems.

Skills

Excellent communication

Customer service

CRM proficiency

Multitasking

Tools

CRM systems

Email & ticketing systems

Job description

• Location: Bacoor City, Cavite
• Work Setup: Onsite
• Schedule: 7:00 PM – 4:00 AM PHT
• Work Days: Monday to Friday

Job Summary

We are looking for a Customer Success Associate to provide exceptional day-to-day support to clients, applicants, and internal teams. As a primary point of contact, you will handle inquiries, resolve customer concerns, provide updates, and help ensure a positive client experience throughout the background screening process.

Key Responsibilities

Customer Support

• Respond to client and applicant inquiries through phone, email, and other communication channels promptly and professionally.
• Provide updates on background screening orders, report statuses, and service requests.
• Assist customers with account inquiries, platform navigation, and general support needs.
• Maintain accurate and updated customer records in company systems.
• Deliver professional and customer-focused communication at all times.

Issue Resolution

• Resolve routine customer concerns and service requests efficiently.
• Escalate complex issues to Customer Success Specialists, Supervisors, or Management when necessary.
• Follow up with customers to ensure concerns are fully resolved.
• Document customer interactions, resolutions, and follow-up actions accurately.

Administrative Support

• Monitor shared email inboxes, phone queues, and customer service ticketing systems.
• Assist in preparing customer communications, reports, and account documentation.
• Support client projects, department initiatives, and customer retention activities.
• Coordinate with internal teams to ensure timely resolution of customer requests.

Additional Responsibilities

• Provide support to Managers, Supervisors, Specialists, and fellow Associates as needed.
• Assist with departmental and cross-functional projects.
• Perform other duties as assigned to support operational and customer service objectives.

Qualifications

• Excellent verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Ability to handle multiple inquiries and tasks in a fast-paced environment.
• Detail-oriented and organized.
• Comfortable using email, phone systems, CRM platforms, and other computer applications.
• Ability to work independently and collaboratively with internal teams.
• Experience in customer service, BPO, client support, or related roles is an advantage.

Work Schedule

7:00 PM – 4:00 AM PHT

This position provides early-morning client support coverage, specifically for HCL, helping ensure seamless customer service throughout the business day.

Why Join Us?

• Be part of a growing and collaborative team
• Gain experience in customer success and background screening operations
• Develop your communication, problem-solving, and client management skills
• Work in a professional and supportive environment