Global E‑commerce Customer Support Specialist

Coda

Metro Manila

On-site

PHP 300,000 - 540,000

Full time

4 days ago

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Job summary

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.

Responsibilities

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.

Skills

Customer support

CRM tools

Written communication

Tools

Zendesk

Salesforce

HubSpot

Job description

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.

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