Global E-Commerce Customer Support Specialist (UK/Europe)

Coda; Manila; On-site; PHP 268,000 - 312,000; Full time

Job summary

Coda is a global growth engine for commerce, connecting people, digital products, and payments through trusted monetization and distribution solutions. We’re a diverse team with a presence across 23 locations, including Singapore and Southeast Asia.

The Opportunity: We are seeking a Customer Support Specialist to be the first point of contact for our clients’ customers, delivering professional, empathetic, and efficient support.

Qualifications

• Proven experience in customer support or client servicing.
• Preferred UK/European customer support experience, ideally in e-commerce or digital products.
• Proficiency in English for effective communication.
• Strong written communication skills with a customer-first approach.
• Proficient in using CRM tools and ticketing systems such as Zendesk.

Responsibilities

• 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 escalate 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 knowledge base 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.

Skills

Customer support

Written communication

English proficiency

CRM tools

Problem solving

Time management

Team collaboration

Tools

Zendesk

Job description

Coda is a global growth engine for commerce, connecting people, digital products, and payments through trusted monetization and distribution solutions. We’re a diverse team with a presence across 23 locations, including Singapore and Southeast Asia.

The Opportunity: We are seeking a Customer Support Specialist to be the first point of contact for our clients’ customers, delivering professional, empathetic, and efficient support.