Customer Support QA & Knowledge Lead

Private Advertiser; Tagum; On-site; PHP 300,000 - 420,000; Full time

Job summary

Private Advertiser in the Philippines seeks a Customer Service Specialist to collect and organize high-frequency customer inquiries, draft standardized responses, and train staff. You will categorize questions into general and special scenarios, ensuring accuracy and consistency across communications.

You will synchronize updates to rules and SOPs, revise outdated content, provide explanations for complex issues, escalate major cases, and participate in QA meetings to optimize processes while

Responsibilities

• Collect and organize high-frequency queries from the customer service side, standardizing business questions into a comprehensive Q&A list categorized by general scenarios and special scenarios, and conduct training for the customer service team.
• Draft standardized responses to ensure accuracy and consistency across all communications.
• Synchronize updates regarding business rules, SOPs, and system changes, promptly revise outdated Q&As, and deprecate obsolete content; conduct team training following Q&A updates to help customer service representatives quickly get up to speed.
• Provide supplementary explanations for high-frequency, complex issues to reduce the learning curve for staff.
• Escalate and track major exceptional cases.
• Conduct regular self-audits and reviews, participate in weekly Quality Assurance (QA) meetings, share typical cases, and propose optimization suggestions for existing business processes.
• Comply with company data security and privacy regulations, safely handle sensitive client data, and strictly prevent any data leaks.
• Oversee on-site management of the inquiry/investigation specialist team, controlling output quality to ensure business compliance and standards are met.

Job description

Private Advertiser in the Philippines seeks a Customer Service Specialist to collect and organize high-frequency customer inquiries, draft standardized responses, and train staff. You will categorize questions into general and special scenarios, ensuring accuracy and consistency across communications.

You will synchronize updates to rules and SOPs, revise outdated content, provide explanations for complex issues, escalate major cases, and participate in QA meetings to optimize processes while