Customer Support & Admin Coordinator

Outsourcey; Philippines; On-site; PHP 290,000 - 469,000; Full time

Benefits offered by this job

Competitive salary

Shape HR function in growing BPO

Work with industry leaders

Career growth and development opportun

Job summary

Outsourcey in the Philippines is seeking a dedicated customer support specialist to join our growing team, focusing on chat and email interactions.

You will handle email responses, track orders, manage subscriptions and refunds, and escalate issues when needed, while maintaining knowledge bases and producing regular reports.

This full-time role offers a competitive salary, opportunities to shape the HR function within a fast-scaling BPO and clear paths for career growth.

Qualifications

• Proven experience in customer support (min 2.5 years).
• Experience with chat and email channels preferred.
• Strong written communication and attention to detail.
• Able to multitask and manage multiple inquiries.
• Familiarity with CRM tools and order management systems.
• Proactive problem-solving and ability to use AI tools like ChatGPT.

Responsibilities

• Respond to customer inquiries via email promptly and accurately.
• Track orders, provide shipment updates and delivery estimates.
• Manage subscriptions including upgrades, downgrades, renewals and billing issues.
• Process cancellations and refunds, offering retention where appropriate.
• Escalate complex issues to relevant teams with timely follow-up.
• Maintain and update knowledge bases, FAQs, and internal docs.
• Onboard wholesale customers: review applications, follow up on missing info.
• Post content across social/digital platforms per content calendar and SOPs.
• Handle recurring admin and reporting tasks, organize records and reports.

Skills

Written communication

Multitasking

Attention to detail

Customer support experience

Non-voice support (chat/email)

AI tools usage (ChatGPT)

Tools

CRM tools

Order management systems

Job description

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Profile Requirements

• Min 2.5 years of proven experience in customer support, preferably in a non-voice capacity (chat and email).
• Strong written communication skills with attention to detail and clarity.
• Ability to multitask and manage multiple inquiries simultaneously.
• Familiarity with order management systems and CRM tools.
• Problem-solving mindset with a proactive approach to issue resolution.
• Confident using AI tools such as ChatGPT to improve productivity, assist with emails and documentation, organise information, and support reporting tasks.
• Experience handling subscriptions, refunds, and escalations is a plus.

Core responsibilities

• Email Support: Respond promptly to customer inquiries via email, providing accurate information and resolving issues efficiently.
• Order Tracking and Updates: Assist customers with order status inquiries, shipment tracking, and estimated delivery times.
• Subscription Management: Handle subscription-related requests, including upgrades, downgrades, renewals, and troubleshooting billing issues.
• Cancellations and Refunds: Process cancellation requests, initiate refunds when applicable, and provide retention offers when appropriate.
• Issue Escalation: Identify and escalates complex or unresolved issues to the appropriate teams while ensuring timely follow-up.
• Knowledge Base & Documentation: Maintain and update customer support documentation, FAQs, and internal knowledge bases to improve response efficiency.
• Manage wholesale customer onboarding by reviewing applications, following up on missing information, communicating next steps, supporting initial orders, maintaining accurate records, and tracking outstanding actions through completion.
• Post pre-approved content across designated social and digital platforms according to the content calendar and SOPs, while checking accuracy, maintaining posting records, and escalating any missing assets or scheduling issues.
• Handle recurring administrative and reporting tasks by completing event registrations and documentation, organising business records, updating and generating reports, following up on forms and requirements, and supporting ongoing coordination in line with established SOPs.

Benefits

• Competitive salary
• Opportunity to shape the HR function of a rapidly growing BPO.
• Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
• Career growth and development opportunities.