Customer Support Associate

Hammerjack Pty Ltd; Philippines; On-site; PHP 260,000 - 340,000; Full time

Job summary

Hammerjack Pty Ltd is hiring a Customer Service Associate to support Netbank customers. You will address inquiries via email and chat, resolve basic issues, and document all interactions for smooth service delivery.

Work closely with senior team members to improve response quality and efficiency, using CBS view-only access for account details and updating related monitoring sheets as needed.

Qualifications

• Experience delivering responsive customer support via email and chat.
• Ability to log and track issues in a ticketing system with accurate tagging.

Responsibilities

• Respond to customer inquiries via email and chat with accurate, timely information.
• Assist with basic troubleshooting of Netbank Mobile products and services.
• Log and manage customer tickets in HubSpot with proper tagging and documentation.
• Follow standard escalation procedures for complex issues requiring further investigation.

Skills

Customer service

Troubleshooting

Documentation

Escalation

HubSpot

Tools

HubSpot

Job description

The Customer Service Associate is responsible for assisting customers with inquiries, troubleshooting basic concerns, and ensuring a smooth support experience for Netbank products and services. This role involves handling customer interactions, documenting issues, and escalating cases when necessary.

• Respond to customer inquiries via email and chat, providing accurate and timely information.
• Address frequently asked questions and assist with basic troubleshooting of Netbank Mobile products and services.
• Use HubSpot to log and manage customer tickets, ensuring correct tagging and proper documentation.
• Follow standard escalation procedures for issues requiring further investigation or approvals.
• Learn and navigate CBS (Core Banking System) with view-only access to retrieve necessary account details.
• Update the monitoring sheet for Time Deposit Product and track account maturities.
• Work closely with senior team members to improve response quality and service efficiency.