Customer Support & Solutions Specialist

group.ONE; Cebu City; On-site; PHP 223,000 - 357,000; Full time

Job summary

one.com in Cebu City is seeking motivated and customer-focused individuals to join our team. You will handle inbound and outbound interactions via calls, chats, and emails, and respond to billing, domain, email, hosting, and website-related queries with professionalism.

You will troubleshoot technical issues, coordinate with SMEs and team leads on escalations, collect customer feedback, participate in trainings, and help maintain high CSAT, chat efficiency, and first-contact resolution.

Qualifications

• High school diploma or equivalent education.
• Strong English communication skills (written and spoken).
• Basic computer literacy and familiarity with internet-related tools.
• A team-oriented mindset and a pro-active attitude.
• Efficient and adaptable to new situations.
• A natural problem-solver with empathy and professionalism.

Responsibilities

• Handle inbound and outbound customer interactions via calls, chats, and emails.
• Respond to billing, domain, email, hosting, and website-related queries with professionalism, empathy, and efficiency.
• Troubleshoot technical issues and provide effective, timely solutions.
• Manage escalations by coordinating with SMEs, Team Leads, and other departments, ensuring prompt follow-ups.
• Collect and relay customer feedback on products, services, and support experience.
• Attend and participate in trainings, e-learning, and team sessions; assist in coaching if assigned.
• Maintain high customer satisfaction (NPS), chat efficiency, and contact resolution rates.
• Collaborate with internal teams and stay updated on company policies, products, and services.
• Recommend and upsell relevant products and services when appropriate.

Skills

Strong English communication skills

Basic computer literacy

Team-oriented mindset

Pro-active attitude

Empathetic and professional

Problem-solving

Education

High school diploma or equivalent education

Job description

one.com in Cebu City is seeking motivated and customer-focused individuals to join our team. You will handle inbound and outbound interactions via calls, chats, and emails, and respond to billing, domain, email, hosting, and website-related queries with professionalism.

You will troubleshoot technical issues, coordinate with SMEs and team leads on escalations, collect customer feedback, participate in trainings, and help maintain high CSAT, chat efficiency, and first-contact resolution.