DE033197-Customer Service Associate

Freelio; Taguig; On-site; PHP 201,000 - 290,000; Full time

Job summary

Freelio is seeking a Customer Service Associate to join our on-site team in Taguig. The role requires delivering multichannel support, diagnosing issues, and guiding customers through resolution with clear communication and documentation.

You will handle voice, chat, and email inquiries, log incidents, follow defined troubleshooting steps, and escalate complex cases while maintaining ownership. The ideal candidate has at least 6 months in technical support and a customer-first mindset.

Qualifications

• Minimum 6 months of relevant experience in a technical or customer service role.
• Experience handling voice, chat, and email inquiries is preferred.
• Strong communication and documentation skills.

Responsibilities

• Provide end-to-end support for customer issues across voice, chat, email, and other channels.
• Diagnose and resolve concerns by following troubleshooting procedures.
• Log incidents and close within defined SLAs, with clear updates to customers.
• Escalate complex issues to appropriate teams while maintaining ownership.

Skills

Multichannel support

Technical troubleshooting

Customer service

Job description

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---POSITION TITLE: Customer Service AssociateWORK SETUP: Return to OfficeOVERALL PURPOSE:The Technical Support Representative is responsible for identifying, diagnosing, and resolving customer issues across multiple channels while ensuring accurate documentation, proper escalation, and timely closure.RESPONSIBILITIES:• Provide end-to-end support for customer issues, incidents, and service requests across voice, chat, email, and other digital channels• Accurately diagnose and resolve customer concerns by following defined troubleshooting procedures and using appropriate tools and systems• Ensure all interactions and incidents are properly logged, documented, tracked, and closed within agreed SLAs• Perform proactive follow-ups and provide clear updates to ensure resolution and customer satisfaction• Escalate complex or unresolved issues to the appropriate teams while maintaining ownership• Analyze service issues such as latency, outages, call failures, and configuration errors• Provide clear, simple explanations and self-help guidance to customers• Support service provisioning, activation, and configuration activities for voice and broadband services• Assist in customer activations, including validation and testing of configured services• Make necessary configuration adjustments to ensure successful service delivery and acceptance testing• Maintain accurate system updates and documentation for all service-related activities• Apply working knowledge of telecom/network concepts such as but not limited to:• IP addressing, VLAN, and port assignments• Network layouts and configurations• Support engineering and provisioning teams in tasks such as but not limited to:• Understanding project requirements• Preparing pre-engineering checklists• Assisting in installation and service implementation activities• Ensure accurate recording of network builds and updates in centralized systems• Adhere to all authentication, security, quality, and compliance standards• Ensure proper and secure handling of customer and network-related data• Maintain detailed and accurate documentation of all troubleshooting steps, resolutions, and configurations• Identify and report system or application issues and contribute to process improvements• Demonstrate strong ownership, accountability, and attention to detail in all tasks• Meet or exceed performance metrics such as CSAT, QA, FCR, and productivity targets• Continuously improve technical and customer handling skills through training, coaching, and feedback• Proactively identify opportunities to improve processes, call flows, and escalation handling• Exhibit professionalism, empathy, and effective communication in all customer interactions• Maintain a strong understanding of customer business needs and service impact• Collaborate with internal teams, stakeholders, and support groups to resolve issues efficiently• Contribute to a positive team environment through knowledge sharing and support for peersOTHERS:Project Shift Schedule: RotationProject Rest Day: RotationProject/Team Location: Taguig Uptown Bonifacio Tower 2SKILL AND QUALIFICATIONS:• At least 6 months of relevant experience• Open to any technical support account (not limited to voice or broadband services)