Customer Success Specialist - Retention & Support

Probe CX; Makati; On-site; PHP 335,000 - 670,000; Full time

Job summary

Probe CX is seeking a Customer Support professional in Makati, Philippines, to be the first point of contact across phone, email, and digital messaging. You will manage Level 1 and Level 2 inquiries, ensure accurate booklists, and support textbook fulfillment with a focus on excellent customer experience.

The role emphasizes retention, stakeholder collaboration, and strong communication across school contacts and internal teams.

Qualifications

• 1 year solid BPO experience; sales/retention/education or tech solutions is a plus.
• Customer service experience ideally within education or office supplies or technology solutions for education
• Excellent written and verbal communication; ability to adapt communication style to different stakeholders.
• Team player with collaborative approach to issue resolution and relationship-building with school contacts.
• Digital fluency; willingness to learn internal systems, work efficiently with G Suite, and type

Responsibilities

• Provide outstanding customer experience via our in-app messaging, email and telephone channels.
• Manage the end-to-end outcomes for all customer enquiries.
• Develop and maintain any process articles relating to User‑servicing functions.
• Work collaboratively with internal teams to ensure seamless service delivery and issue resolution.
• Perform Operational tasks required for the delivery of textbook supply to users.
• Support the customer experience and expectations with regards to booklist creation and fulfilment.
• Support teacher professional development sessions as required

Skills

BPO experience

Customer service

Communication skills

Team player

Digital fluency

G Suite

Tools

G Suite

Job description

Probe CX is seeking a Customer Support professional in Makati, Philippines, to be the first point of contact across phone, email, and digital messaging. You will manage Level 1 and Level 2 inquiries, ensure accurate booklists, and support textbook fulfillment with a focus on excellent customer experience.

The role emphasizes retention, stakeholder collaboration, and strong communication across school contacts and internal teams.