Customer Support Specialist (English & Tagalog)

CODA; Manila; On-site; PHP 290,000 - 312,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

CODA is hiring a Customer Support Specialist to join its global team in Manila. You will be the first contact for clients, handling inquiries with empathy and efficiency across channels like email, live chat, and social media.

This role requires excellent English and Tagalog communication, strong written skills, and the ability to manage several tasks in a fast-paced environment. You will document interactions in the CRM, escalate issues when needed, and help improve FAQs and knowledge bases.

Qualifications

• Experience in customer support or client servicing.
• Proficient in Tagalog and English.
• Strong written communication and attention to detail.
• Willing to work in shifts, including weekends/holidays.

Responsibilities

• Respond to inquiries via email, live chat, and social channels.
• Document interactions in the ticketing/CRM system.
• Collaborate with internal teams to escalate issues.
• Stay updated on products, services, and policies.
• Monitor feedback and suggest process improvements.
• Contribute to FAQs and Zendesk knowledge base.
• Develop understanding of the gifting sector and clients.
• Ensure SLAs and quality benchmarks are met.

Skills

Customer support

English & Tagalog

Communication skills

CRM software

Documentation

Tools

Zendesk

Job description

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.

Customer Support at Coda

Join Coda's Customer Support team, where we treat both B2B and B2C clients as our front-line heroes. We are committed to delivering top-notch customer experiences 24/7, outperforming boundaries to provide empathetic and real-time support.

To excel in our team, you should be a people person with superb communication skills, a natural team player, and aproblem-solving ace. We are looking for someone with a customer-centric mindset to care for our internal and external clients, embodying our core value of customer focus in everything they do.

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 escalat 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 knowledgebase 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.
• Good communication skills in Tagalog and English to answer customers' queries in Tagalog and English
• Strong written communication skills with a customer-first approach.
• Proficient in using with CRM tools and ticketing systems such as Zendesk preferredExcellent 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

₱26,000 - ₱28,000 a month

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!