Customer Support (URGENT)

SSD GPS Corporation; Cebu City; On-site; PHP 180,000 - 300,000; Full time

Job summary

SSD GPS Corporation in Cebu City is seeking a proactive Customer Support Specialist to handle client concerns, provide platform training, and nurture strong relationships across multiple channels.

You will troubleshoot issues, generate reports, and collaborate with Technical Operations, Accounting, Sales, and Dispatch to resolve problems quickly while looking for upsell opportunities and ensuring high client satisfaction through responsive service.

Qualifications

• Bachelor's degree in Business Administration, Communications, or related field.
• Proven customer support experience or client service experience.
• Proficient in MS Office (Word, Excel, PowerPoint).
• Ability to handle customer complaints and resolve conflicts professionally.
• Excellent communication and interpersonal skills.
• Strong commitment to ensuring client satisfaction.
• Comfortable engaging through email, live chat, phone, and social media.
• Basic knowledge of AI tools for marketing, analytics, or automation.
• Willingness to travel or conduct client visits as needed.
• Sales or upselling experience is a plus.

Responsibilities

• Respond promptly and professionally to customer concerns via group chat, phone calls, email, in-person visits, or other channels.
• Provide troubleshooting and customer assistance including platform training and sending basic commands.
• Provide needed reports, validate data from the platform, and create incident reports if necessary.
• Conduct necessary research to support accurate and effective resolution of customer issues.
• Utilize the ERP system and platform for account reference, issue investigation, and service verification.
• Conduct client training sessions and refresher courses on the platform.
• Collaborate with internal departments to ensure timely and efficient issue resolution.
• Identify opportunities to upsell or cross-sell relevant products and services during customer interactions.
• Record all customer interactions, inquiries, complaints, and actions taken in logs or systems.
• Monitor client accounts nearing expiration and initiate proactive follow-ups for renewals or updates.

Skills

MS Office

Communication

Customer Service

Interpersonal Skills

Travel Ready

Upselling

AI Tools

Education

Bachelor's degree

Tools

ERP System

Job description

About the role

This is a customer support and client service role focused on handling customer concerns, providing platform training, and managing client relationships. You will respond to customer issues via multiple communication channels, conduct troubleshooting, provide platform training, and work across departments to resolve issues efficiently. The role includes account monitoring, proactive client engagement, and onsite relationship-building activities.

Key responsibilities

• Respond promptly and professionally to customer concerns via group chat, phone calls, email, in-person visits, or other communication channels

• Provide troubleshooting and customer assistance including troubleshooting common issues, Track and Trace functionality, platform training, and sending basic commands

• Provide needed reports, validate data from the platform, and create incident reports if necessary

• Conduct necessary research to support accurate and effective resolution of customer issues

• Utilize the ERP system and platform for account reference, issue investigation, and service verification

• Conduct client training sessions and refresher courses on the platform

• Collaborate with internal departments (Technical Operations, Accounting, Sales, Dispatch, and other SSD departments) to ensure timely and efficient issue resolution

• Identify opportunities to upsell or cross-sell relevant products and services during customer interactions

• Record all customer interactions, inquiries, complaints, and actions taken in appropriate logs or systems

• Monitor client accounts nearing expiration and initiate proactive follow-ups for renewals or updates

About you

• Bachelor's degree in Business Administration, Communications, or a related field required

• Proven customer support experience or experience as a client service representative

• Proficient in MS Office (Word, Excel, PowerPoint)

• Ability to handle customer complaints and resolve conflict professionally

• Excellent communication and interpersonal skills

• Demonstrates a strong commitment to ensuring client satisfaction

• Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media

• Basic knowledge of AI tools for marketing, analytics, or automation

• Able and willing to travel or conduct client visits if needed

• Experience in Sales or upselling is a plus