Customer Support Specialist

Confidential Careers; Philippines; On-site; PHP 279,000 - 424,000; Full time

Job summary

Confidential Careers in the Philippines seeks a Customer Support Specialist to be the frontline contact supporting our vendor base and direct consumers. You will interact via phone, email, tickets, live chat, and social media, coordinating with North America-based internal teams for B2B relations.

The role requires empathy, patience, and urgency, with rotating shifts and 40 hours weekly; experience in ecommerce or BPO is a plus, strong English and CRM skills are essential.

Qualifications

• 2–3 years of customer service experience in online, B2B or DTC environment.
• Minimum of Associate degree or equivalent work experience (BPO).
• Intermediate to advanced computer skills.
• Excellent knowledge of Microsoft Office products.
• Knowledge of CRM software such as Salesforce/Service Cloud is a plus.
• Prior work experience in e-commerce or related industry is a plus.

Responsibilities

• Communicate clearly and professionally in English, both verbally and in writing.
• Juggle competing priorities effectively in a fast-paced environment.
• Manage your time well by setting priorities and hitting deadlines.
• Bring strong organization and a sharp eye for detail to your daily work.
• Listen actively and remain open to differing perspectives when resolving issues.
• Handle e-commerce order processing, including routing orders, adjusting pricing, and confirming deliveries.
• Work rotating morning and evening shifts, including holidays, at 40 hours per week.
• Log in on time for every shift so customer coverage is never interrupted.
• Deliver support that is accurate, prompt, and courteous.
• Partner with internal teams promptly to meet vendor needs tied to their B2B customers.
• Route and escalate complex customer or vendor issues to leadership through established ticketing workflows.

Skills

Customer service

English communication

Multitasking

Time management

Attention to detail

Discretion

E-commerce orders

Shift work

Team collaboration

Education

Associate degree

Tools

Salesforce/Service Cloud

Job description

We're looking for a Customer Support Specialist who is willing to act as the frontline contact by supporting our various vendor base and direct consumers. Support will come in a variety of ways, from interacting with people via phone, email, internal ticketing, live chat, and even social media.

This position also interacts with several internal business units in North America who support our B2B relations and other strategic vendors.

This is a great opportunity to develop within a diverse, rapidly growing company while working together towards a greater purpose. Given the nature of our business, empathy, patience, kindness, and a sense of urgency are essential traits for success.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Communicate clearly and professionally in English, both verbally and in writing
• Juggle competing priorities effectively in a fast-paced environment
• Manage your time well by setting priorities and consistently hitting deadlines
• Bring strong organization and a sharp eye for detail to your daily work
• Listen actively and remain open to differing perspectives when resolving issues
• Treat sensitive and confidential information with appropriate discretion
• Handle e-commerce order processing, including routing orders, adjusting pricing, and confirming deliveries
• Work rotating morning and evening shifts, including holidays, at 40 hours per week
• Log in on time for every shift so customer coverage is never interrupted
• Deliver support that is accurate, prompt, and courteous
• Partner with internal teams promptly to meet vendor needs tied to their B2B customers
• Route and escalate complex customer or vendor issues to leadership through established ticketing workflows

EDUCATION AND EXPERIENCE:

• Must have 2 - 3 years of experience in customer service support in an online, B2B or DTC environment
• Minimum of Associate degree or equivalent work experience (BPO)
• Intermediate to advanced computer skills
• Excellent knowledge of Microsoft Office products
• Knowledge of various CRM software systems such as Salesforce/Service Cloud is a plus
• Prior work experience in e-commerce or a related industry is a plus