Customer Support Representative

Community Brands; Cebu City; On-site; PHP 279,000 - 357,000; Full time

Benefits offered by this job

Medical, Dental & Optical Benefits

Hybrid Work Arrangement

Flexible Planned Paid Time Off and S:

Inclusive and Welcoming Environment

Job summary

Momentive Software is seeking a customer support specialist in the Philippines to respond to inquiries via ticketing, identify defects, and collaborate with the team to resolve issues. You will help customers learn the product and navigate the knowledge base to ensure success.

The role emphasizes proactive communication, accurate documentation, and fostering customer satisfaction while contributing to a supportive, inclusive team culture.

Qualifications

• High school diploma or its equivalent.
• Bachelor's Degree preferred.
• 1-2 years of customer service experience preferred.

Responsibilities

• Provide timely responses to customer service inquiries via product ticket system.
• Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution.
• Collaborate with team members to provide resolutions to customer inquiries.
• Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes.
• Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue.
• Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores.
• Train new and existing customers on the product you support through phone calls and email, as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software

Skills

Verbal & written communication

Strong organizational skills

Time management

Multitasking

Attention to detail

Learning new technologies

Telephone etiquette

Education

High school diploma

Bachelor's degree

Tools

Microsoft Office (Office 365)

Job description

Job Description

DUTIES & RESPONSIBILITIES:

• Provide timely responses to customer service inquiries via product ticket system
• Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution
• Collaborate with team members to provide resolutions to customer inquiries
• Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes.
• Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue.
• Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores
• Train new and existing customers on the product you support through phone calls and email, as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

Experience

• High school diploma or its equivalent
• Bachelor's Degree preferred
• 1-2 years of customer service experience preferred

Computer/Technical

• Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
• Demonstrate ability to learn and understand basic office software applications
• Tech Savvy

Other Skills

• Strong organizational skills
• Excellent verbal and written communication skills
• Telephone skills/etiquette; call screening
• Ability to prioritize work and handle multiple tasks
• Excellent time management skills
• Attention to detail
• Ability to learn new technologies.

About Us

Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive's cloud-based software and services to address their most pressing challenges - from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough - so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com.

Why Work Here?

At Momentive Software, we're a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you're looking for a place where your work matters and your ideas are valued, you'll find it here.

Benefits

• Medical, Dental & Optical Benefits including Dependents
• Flexible Planned Paid Time Off and Sick Leave
• Inclusive and Welcoming Environment
• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Company-Paid Life Insurance Coverage
• Hybrid Work Arrangement
• Hazard Pay

Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the Philippines (without sponsorship), and to complete the required employment eligibility verification form upon hire.