Customer Support Specialist - (6 Months Contract)

Coda; Metro Manila; Sur place; PHP 300 000 - 540 000; Plein temps

Résumé du poste

Coda is seeking a Customer Support Specialist to be the first line of contact for clients’ customers. You will handle inquiries with professionalism and empathy, liaise with internal teams, content providers, and customers to deliver outstanding support and contribute to client partnerships.

You will document interactions in our CRM, stay updated on products and policies, and work with multiple teams to resolve issues while maintaining SLA targets.

Qualifications

• Experience in customer support or client servicing.
• 1–2 years in e-commerce, fintech, or SaaS serving UK/European markets, or 2–3 years in general customer support (tech preferred).
• Proficiency in English for effective communication.
• Strong written communication with a customer-first approach.

Responsabilités

• Respond to inquiries professionally via email, web forms, live chat, and social channels.
• Document interactions in CRM/ticketing systems for tracking and reporting.
• Collaborate with internal teams to resolve complex issues.
• Stay updated on products, services, and policies to provide accurate support.
• Monitor feedback and share insights for process improvements.
• Suggest improvements to FAQs and knowledge base based on feedback.
• Develop understanding of the gifting sector and clients supported.
• Ensure response times meet SLAs and quality benchmarks.

Connaissances

Customer support

CRM tools

Written communication

Outils

Zendesk

Salesforce

HubSpot

Description du poste

Why Coda

Coda is a global growth engine for commerce, connecting people, digital products, and payments through trusted monetization and distribution solutions.

Why Coda

Coda is a global growth engine for commerce, connecting people, digital products, and payments through trusted monetization and distribution solutions. With 600+ people from 57 nationalities across 23 locations, we’re a truly global team headquartered in Singapore, with offices in Amsterdam, Dubai, Bristol, Shanghai, Eindhoven, and across Southeast Asia. We power global commerce through a dual model. Our B2B solutions, Codapay, Coda Webstore, Coda Links, Coda Distribution, and Giftcloud, enable publishers and brands to monetize and distribute digital content globally. On the consumer side, we operate a portfolio of trusted storefronts including Codashop, Recharge.com, Startselect.com, and mobiletopup.co.uk, that give customers secure and easy access to game top-ups, digital credits, vouchers, gift cards and prepaid products in over 70 markets. Our culture is built on respect, ownership, and collaboration. We move fast, support each other, and celebrate wins together. If you’re looking to grow your career and make a real impact in a global team, Coda is the place for you.

The Opportunity

We are seeking a Customer Support Specialist to join our team. In this role, you’ll be the first point of contact for our clients’ customers, ensuring queries are handled with professionalism, empathy, and efficiency. You’ll liaise with internal teams, content providers, and customers to deliver outstanding support and contribute to the success of our client partnerships.

What You’ll Do

• Respond and resolve customer inquiries professionally and emphatically via email, web forms, Live Chat, Facebook, WhatsApp and other support channels.
• Document all interactions accurately in the ticketing or CRM system for tracking and reporting purposes.
• Collaborate with internal teams to escape and resolve complex customer issues.
• Stay updated on company products, services, and policies to provide informed and accurate support.
• Monitor customer feedback from digital platforms and share insights for process improvements.
• Proactively suggests improvements to FAQs and Zendesk knowledge base based on customer feedback
• Proactively develop a strong understanding of the gifting sector and the clients we support.
• Ensure response times meet service-level agreements (SLAs) and quality benchmarks.

What You’ll Bring

• Proven experience in customer support or client servicing, preferably managing digital communication platforms.
• Preferred candidates with 1–2 years of customer support experience in e-commerce, fintech, or SaaS serving UK or European markets, or 2–3 years of general customer support experience (tech preferred).
• Proficiency in English for effective communication.
• Strong written communication skills with a customer-first approach.
• Proficient in using with CRM tools and ticketing systems such as Zendesk, Salesforce, HubSpot, or similar CRM platforms.
• Excellent problem-solving skills, highly organised with exceptional attention to detail.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Willingness to work in shifts, including weekends and holidays, as needed.

Personal Attributes

• Calm under pressure with a positive and solution-focused attitude.
• Determined and resilient, with the ability to overcome obstacles.
• Professional, confident, self-motivated, and enthusiastic.
• Strong team player with a collaborative mindset.
• Eager to learn and committed to continuous personal development.

We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.

Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.