Email Support Specialist - Fast-Paced Ticketing & Resolution

Virtuale Staffing

Ormoc

On-site

PHP 240,000 - 360,000

Full time

14 days+

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Job summary

Virtuale Staffing in the Philippines is seeking a detail-oriented Customer Service Specialist to manage incoming emails, route tickets to the correct teams, and respond promptly to inquiries. You will document and close each ticket, aligning with KPIs and collaborating with colleagues via Microsoft Teams.

The role requires at least 1 year in customer service or email support, familiarity with ticketing systems, and strong written communication.

Qualifications

1+ year of experience in customer service, email support, or a shared services environment.
Experience using ticketing systems, such as Freshservice or similar platforms, is an advantage.
Proficient in Microsoft Office and Microsoft Teams.
Strong written communication skills with excellent attention to detail and accuracy.
Ability to multitask, prioritize, and efficiently manage high volumes of emails.
Strong organizational and problem-solving skills.
Ability to meet performance metrics and work within defined KPIs.
Team-oriented with the ability to collaborate effectively in a fast-paced environment.

Responsibilities

Monitor and manage incoming emails.
Organize, categorize, and accurately route emails to the appropriate associate or department.
Respond to customer inquiries in a timely and professional manner.
Resolve issues within scope before escalating when necessary.
Ensure all tickets are properly documented, updated, and closed in the system.
Meet established response time and dispatch KPIs.
Collaborate with internal stakeholders through Microsoft Teams to facilitate issue resolution.
Perform additional customer service-related tasks as assigned.