Customer Support Associate – Order Management & Customer Operations – Manila, Philippines

Serveretail; Manila; On-site; PHP 334,800 - 502,200; Full time

Job summary

ServeRetail in Manila is seeking a Customer Support Associate – Order Management & Customer Operations to join our team. You'll handle inbound voice and chat, support orders, installations, upgrades, and account changes across multiple channels.

Work mode is Work From Office in Manila; you will follow established procedures to deliver accurate order updates, resolve inquiries, and maintain high service standards while ensuring data privacy.

Qualifications

• High School Diploma or equivalent.
• Experience in customer service or order management is advantageous.
• Strong communication and problem-solving skills.

Responsibilities

• Handle inbound voice and chat inquiries about orders and service requests.
• Update orders, schedules, and account details following procedures.
• Provide accurate order status to customers and partners.
• Document interactions in CRM and order systems.
• Follow data privacy, security standards, and escalation processes.

Skills

Verbal communication

Written communication

Order management

CRM navigation

Attention to detail

Customer-focused

Education

High School Diploma or equivalent

Tools

CRM platforms

Job description

Job Description

Great customer experiences begin with seamless order management. ServeRetail is looking for Customer Support Associates to join our Order Management & Customer Operations team in Manila. If you’re passionate about delivering exceptional customer service, solving order-related inquiries, and supporting customers across multiple communication channels, this opportunity offers the chance to build your career within a retail-focused customer operations environment.

Working across voice and chat channels, you’ll support customers and business partners with order management, service requests, scheduling, and account updates while ensuring every interaction reflects accuracy, professionalism, and service excellence.

About the Role

As a Customer Support Associate – Order Management & Customer Operations, you will manage inbound voice and chat interactions related to customer orders, service requests, installations, upgrades, and account modifications. You’ll work within established operational procedures to resolve inquiries efficiently while maintaining high standards of customer experience, quality, and compliance.

Key Responsibilities

• Handle inbound customer and partner calls related to service orders and customer requests.
• Resume quotes or complete orders when sales representatives encounter issues within the partner portal.
• Process installation rescheduling requests, including requests for earlier appointment dates.
• Perform address validation to confirm service availability.
• Create SIFT tickets when services are unavailable, facilities are missing, new buildings cannot be serviced, or addresses are not recognized within the partner portal.
• Modify existing customer orders, including updates to contact numbers, email addresses, and service locations.
• Process new service orders following established operational procedures.
• Manage service upgrades and downgrades accurately.
• Support copper-to-fiber migration requests.
• Process move orders by transferring services between locations.
• Provide customers and business partners with accurate order status updates.

Chat Support Responsibilities

• Manage chat requests related to SIFT tickets.
• Process installation rescheduling requests received through chat.
• Handle order modification requests via chat support.
• Provide order status updates using approved systems and communication templates.
• Accurately document all customer interactions within CRM and order management systems.
• Follow established operating procedures, escalation processes, data privacy, and security standards.
• Support additional operational activities as business requirements evolve.

Job Requirements

Education

• High School Diploma or equivalent.

Experience

• Previous customer service, customer support, order management, retail operations, or contact center experience is an advantage.

Skills & Competencies

• Strong verbal and written communication skills.
• Ability to manage voice and chat interactions professionally and accurately.
• Strong problem-solving and order management capabilities.
• Good computer proficiency with the ability to navigate CRM and order management platforms.
• Strong attention to detail when documenting customer interactions and processing requests.
• Ability to work effectively in a structured, fast-paced environment.
• Customer-focused mindset with a commitment to service quality and compliance.

Work Details

• Location: Manila, Philippines
• Work Mode: Work From Office (WFO)

Why Join ServeRetail?

At ServeRetail, we help leading retail and service brands deliver seamless customer experiences through efficient order management, operational excellence, and customer-focused support. Joining our team means becoming part of a collaborative workplace where innovation, service quality, and continuous improvement drive everything we do.

• Build expertise in customer support and order management operations.
• Gain experience supporting end-to-end customer order journeys.
• Work in a collaborative environment focused on operational excellence and customer satisfaction.
• Develop valuable skills in voice support, chat support, and customer operations.
• Explore long-term career opportunities in retail customer experience and operations.

Job Location

Manila, Philippines