Customer Support Associate – Email/Chat/Voice

firstsourc; Cebu City; On-site; PHP 201,000 - 290,000; Full time

Job summary

Firstsource Solutions is seeking Associate / Sr Associate - Email/Chat/Voice support in Cebu, PH. This frontline role handles customer inquiries via phone, email, and chat, providing accurate information and maintaining client relationships.

Strong English, customer service mindset, and CRM familiarity are essential. Graduate Fresher or 2-year undergraduate experience are acceptable; flexible hours including weekends are required to support 24/7 operations.

Qualifications

• Graduate Fresher or Undergraduate with 2 years experience; preferred in customer service.
• Excellent communication in English and customer service orientation.
• Experience with CRM tools is beneficial.

Responsibilities

• Respond to customer inquiries promptly via phone, email, and chat, providing accurate information and resolving issues.
• Handle a wide range of customer concerns including inquiries, billing issues, and general questions.
• Demonstrate empathy and understanding while addressing customer needs.
• Proactively follow up with clients to ensure concerns are resolved to satisfaction.
• Escalate complex issues to appropriate teams or supervisors for timely resolution.
• Adhere to SLAs and data protection regulations while handling customer information.
• Analyze customer issues and apply problem-solving to identify root causes and solutions.
• Collaborate with internal teams to resolve cross-functional customer concerns.
• Develop understanding of products and services to provide accurate information.
• Stay updated with product changes to address inquiries effectively.
• Maintain clear records of customer interactions with accurate documentation.
• Communicate clearly with customers and teams; participate in training and skill development.
• Provide feedback to improve processes and customer satisfaction.

Skills

Excellent communication

Customer service orientation

CRM tools familiarity

Empathetic and patient demeanor

Adaptable in fast-paced environment

Flexible hours including weekends

Education

Graduate Fresher

Undergraduate – 2 Years Experience

Tools

CRM tools

Job description

Firstsource Solutions is seeking Associate / Sr Associate - Email/Chat/Voice support in Cebu, PH. This frontline role handles customer inquiries via phone, email, and chat, providing accurate information and maintaining client relationships.

Strong English, customer service mindset, and CRM familiarity are essential. Graduate Fresher or 2-year undergraduate experience are acceptable; flexible hours including weekends are required to support 24/7 operations.