Customer Support Representative – Subscription Services

Progressive Technology; General Emilio Aguinaldo; Hybrid; PHP 223,000 - 402,000; Full time

Benefits offered by this job

Competitive compensation

Structured onboarding

Skills development

Career progression

Flexible or remote work

Leave entitlements

Job summary

Progressive Technology is seeking a Customer Support Representative – Subscription Services to assist customers with subscription plans, billing, renewals, and account access. You will communicate via email, live chat, phone, and other channels to ensure a smooth customer experience.

Ideal candidates have strong communication, patience, and a problem-solving mindset, with the ability to learn CRM and subscription tools while maintaining accurate customer records.

Qualifications

• High school diploma or equivalent
• Excellent written and verbal English communication
• Customer-first attitude with ability to explain terms
• Ability to learn CRM and subscription tools
• Strong organizational skills and attention to detail

Responsibilities

• Respond promptly and professionally to subscription questions
• Help start/upgrade/downgrade subscriptions and renewals
• Address billing questions and payment issues
• Provide renewal date and plan options information
• Guide cancellations per policy
• Assist with login issues and account access
• Document interactions and update CRM records
• Coordinate with billing, tech support, sales
• Follow refunds, data privacy, and security policies

Skills

Communication skills

Customer focus

Problem solving

Multitasking

Patience & empathy

CRM familiarity

Education

High school diploma or equivalent

Related-field education (advantage)

Tools

CRM software

Ticketing systems

Subscription management tools

Internal knowledge bases

Job description

Job Summary

Progressive Technology is seeking a customer-focused, dependable, and detail-oriented Customer Support Representative – Subscription Services to join our customer service team. This role is ideal for individuals who enjoy helping customers, resolving service-related concerns, and providing clear guidance on subscription products and services.

The successful candidate will serve as a primary point of contact for customers who need assistance with subscription plans, account access, billing inquiries, renewals, cancellations, payment issues, and service-related questions. The representative will communicate with customers through email, live chat, phone calls, and other approved support channels to ensure a smooth and positive customer experience.

The ideal candidate will possess strong communication skills, a problem-solving mindset, patience, and the ability to manage multiple customer requests efficiently. They should be comfortable learning subscription management systems, following established support procedures, and maintaining accurate customer records.

This position offers an opportunity to develop professional skills in customer service, account management, customer retention, and subscription operations while contributing to customer satisfaction and long-term business growth.

Key Responsibilities

• Customer Assistance: Respond promptly and professionally to customer questions regarding subscription plans, account settings, service access, features, and membership benefits.
• Subscription Management: Assist customers with starting new subscriptions, upgrading or downgrading plans, renewing memberships, and updating subscription preferences.
• Billing and Payment Support: Address routine billing questions, payment failures, duplicate charges, invoice requests, and subscription-related payment concerns in accordance with company policies.
• Renewal Assistance: Provide customers with accurate information about renewal dates, recurring payments, subscription terms, and available plan options.
• Cancellation Requests: Guide customers through cancellation procedures, explain applicable terms, and process requests in accordance with established policies.
• Customer Retention: Understand customer concerns, identify suitable solutions, and explain relevant service options that may help customers continue using the subscription when appropriate.
• Account Troubleshooting: Help customers resolve common login issues, password problems, account access difficulties, and subscription activation concerns.
• Complaint Resolution: Listen carefully to customer complaints, investigate issues, communicate realistic solutions, and elevate complex cases to the appropriate department.
• Customer Communication: Deliver clear, courteous, and professional responses across email, telephone, live chat, and other assigned support channels.
• Record Maintenance: Document customer interactions, subscription changes, complaints, resolutions, and follow-up actions accurately in the companys customer relationship management (CRM) or support system.
• Cross-Department Coordination: Collaborate with billing, technical support, sales, and account management teams to resolve customer concerns efficiently.
• Policy Compliance: Follow company procedures relating to refunds, cancellations, payment information, customer verification, privacy, and data protection.
• Follow-Up Management: Monitor unresolved requests, provide timely updates, and ensure that customer issues are followed through to an appropriate conclusion.
• Knowledge Development: Stay informed about subscription plans, pricing structures, service updates, product features, and changes to company policies.
• Performance Monitoring: Work toward established service standards, including response times, customer satisfaction, resolution quality, and case-handling accuracy.
• Continuous Improvement: Share recurring customer concerns and suggestions with supervisors to help improve subscription processes and the overall customer experience.

Required Skills and Qualifications

• High school diploma or equivalent qualification; additional education in business administration, communications, customer service, or a related field is an advantage.
• Strong written and verbal communication skills.
• Good command of English, with the ability to explain subscription terms and service procedures clearly.
• A customer-first attitude and a genuine interest in helping people.
• Strong listening, questioning, and problem-solving abilities.
• Basic computer literacy and confidence using email, web applications, spreadsheets, and online customer service platforms.
• Ability to learn CRM software, ticketing systems, subscription management tools, and internal knowledge bases.
• Good organizational skills and the ability to manage multiple customer inquiries.
• Strong attention to detail when reviewing customer accounts, billing information, and subscription records.
• Ability to remain calm, respectful, and professional when dealing with dissatisfied customers.
• Willingness to follow company policies, service standards, and data protection requirements.
• Ability to work independently while collaborating effectively with team members.
• Good time management skills and the ability to prioritize urgent requests.
• A proactive approach to learning new tools, products, and customer service techniques.

Experience

Previous experience in customer support, call centres, help desks, account assistance, billing support, or subscription-based businesses is beneficial but not essential for every applicant.

Candidates with experience in SaaS products, digital memberships, streaming services, online platforms, e-commerce subscriptions, or recurring-payment services may have an advantage.

Applicants without formal work experience are welcome to apply if they demonstrate strong communication skills, a willingness to learn, professional behaviour, and a customer-focused mindset.

• Responding to customer inquiries through email, chat, or telephone.
• Assisting customers with account registration and account updates.
• Handling billing questions, renewals, and cancellation requests.
• Using CRM platforms or customer support ticketing systems.
• Resolving complaints and managing customer follow-ups.
• Maintaining accurate records and protecting confidential information.

Training may be provided on company products, subscription policies, customer service procedures, and internal software, depending on the requirements of the position.

Working Hours

Working hours will depend on the employment arrangement, customer service requirements, and assigned team schedule.

Potential working arrangements may include:

• Full-time or part-time employment, depending on the approved vacancy.
• Standard business hours or rotating shifts.
• Evening, weekend, or holiday shifts when required to support customers across different time zones.
• Remote, hybrid, or office-based work, depending on the specific position offered.
• Scheduled breaks and reasonable workload distribution in accordance with applicable employment policies.
• Candidates should be able to maintain reliable attendance, communicate availability clearly, and meet agreed working schedules.

Note: The exact working hours, location, employment type, and shift requirements should be confirmed in the official job offer.

Knowledge, Skills and Abilities

Subscription Services Knowledge

Understanding of subscription-based business models, recurring payments, membership plans, renewal cycles, and cancellation procedures.

Ability to explain subscription terms and service features in simple, customer-friendly language.

Willingness to learn refund eligibility rules, billing policies, and account management procedures.

Communication Skills

Ability to communicate clearly, professionally, and respectfully.

Strong written communication skills for email and chat support.

Ability to adapt communication style to different customer needs and levels of technical understanding.

Confidence in asking relevant questions to identify the root cause of a problem.

Technical Skills

Basic knowledge of computers, internet applications, email, and online customer portals.

Ability to navigate multiple browser tabs and customer support tools.

Familiarity with CRM software, ticketing platforms, or billing systems is an advantage.

Ability to learn new software and follow digital workflows.

Problem-Solving Abilities

Ability to assess customer concerns and identify practical solutions.

Sound judgment when deciding whether an issue can be resolved directly or requires escalation.

Attention to detail when reviewing account information and transaction records.

Ability to manage challenging conversations while maintaining professionalism.

Personal Attributes

Patience, empathy, reliability, and accountability.

A positive attitude toward customer service and teamwork.

Adaptability in a changing work environment.

Willingness to accept feedback and improve performance.

Commitment to customer confidentiality and ethical service delivery.

Performance Expectations

The representative may be evaluated on customer satisfaction, first-contact resolution, response and resolution times, documentation accuracy, adherence to company policies, and overall service quality.

Benefits

• Competitive compensation aligned with the role and relevant experience.
• Structured onboarding and job-specific training.
• Opportunities to develop customer service and technical support skills.
• Professional development and access to relevant learning resources.
• Performance recognition and potential incentives, where applicable.
• Opportunities for career progression into senior customer support, subscription operations, account management, quality assurance, or team leadership.
• Supportive teamwork and opportunities to learn from experienced colleagues.
• Flexible or remote working arrangements where offered and approved.
• Applicable leave entitlements and other employment benefits in accordance with company policy and local labour laws.
• Actual benefits, compensation, incentives, and remote-work eligibility will be confirmed during the recruitment process.

Why Join Progressive Technology?

Joining Progressive Technology as a Customer Support Representative – Subscription Services offers an opportunity to build a career in customer experience and digital service operations.

In this position, you will help customers make the most of their subscriptions by providing accurate information, resolving concerns, and delivering a dependable support experience. Your work will contribute to customer trust, service quality, and long-term customer relationships.

Reasons to Consider This Opportunity:

• Develop Valuable Skills: Build practical experience in customer communication, account management, billing support, and problem resolution.
• Learn Digital Business Operations: Gain exposure to subscription workflows, customer relationship management systems, and recurring-service processes.
• Make a Meaningful Contribution: Help customers overcome difficulties and access the services they need.
• Grow Professionally: Develop skills that may support future opportunities in customer success, operations, technical support, or team management.
• Work Collaboratively: Coordinate with colleagues and other departments to solve problems and improve service delivery.
• Build Confidence: Strengthen your communication, decision-making, and organizational abilities through everyday customer interactions.
• Explore Career Development: Depending on performance and available vacancies, qualified employees may have opportunities to take on additional responsibilities.

Progressive Technology seeks individuals who value customer satisfaction, continuous learning, teamwork, and professional integrity. If you enjoy helping people and want to develop your career in customer support, this role may be a suitable opportunity.