Customer Support Specialist

abcfinancial; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

ABC Fitness is seeking a Customer Support Specialist to assist a diverse customer base through email, live chat and phone, using Zendesk. You will own issues from first contact to resolution, and contribute to our knowledge base with well-crafted articles and saved replies.

You should have at least 1 year in a fast-paced, customer-facing role, and be bilingual in English and Japanese with strong CRM skills and empathy to understand customer challenges.

Qualifications

• At least 1 year in a fast-paced, customer-facing role.
• Bilingual proficiency in English and Japanese.
• Strong CRM skills and customer relationship management.

Responsibilities

• Provide excellent support via email, live chat and phone using our support tool (Zendesk).
• Own customer issues from initial contact through resolution.
• Identify and report potential technical issues to Product team.

Skills

Customer support

CRM

English & Japanese

Empathy

Team player

Growth mindset

AI literacy

Job description

Join ABC Fitness, the leading technology provider for the fitness industry!

As a Customer Support Specialist you will be accountable for supporting our diverse customer base predominantly by email, live chat and phone using our support tool Zendesk. You will be responsible for owning customer support issues all the way from initial contact right through until resolution.

What You\'ll Do

• Provide excellent, easy-to-understand support through our various support channels.
• Identify potential technical issues and report them to our Product team.
• Communicate issue resolutions clearly and effectively to clients.
• Contribute to our knowledge base and take initiative in creating and maintaining articles and saved replies.
• Build positive working relationships with our diverse customer base.
• Identify and take ownership of customer problems or issues, working proactively with customers to mitigate or resolve them.
• Demonstrate product capabilities and functionality.
• Collaborate with customers and the Product Management team to identify new features that will make our product more valuable.
• Maintain and update customer details in our CRM.

What You\'ll Need

• A minimum of 1 year of experience in a fast-paced, customer-facing role.
• Bilingual proficiency in English and Japanese.
• Excellent customer relationship management skills.
• Strong empathy and the ability to genuinely understand customer challenges and pain points.
• A team-player mentality, strong work ethic, and the ability to thrive in a fast-paced, challenging environment.
• AI literacy and a growth mindset, demonstrating curiosity and the ability to learn and adapt as AI technologies and business processes continue to evolve.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!