Global Tech Support & Customer Care Specialist

RELX; Quezon City; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

Cirium in the Philippines is seeking a customer service professional to respond to inquiries via live chat and email, delivering high-quality support to CIRIUM customers.

You will provide first-level troubleshooting, handle inbound calls, update ticket data, and work with Americas, EMEA, and APAC teams to resolve issues and improve processes, while following up to ensure complete resolution.

Qualifications

• Bachelor's degree in any field.
• Minimum of 2 years customer support experience.
• Experience in email and ticket management is an advantage.
• Aviation background preferred.
• Excellent communication skills.
• Proficient in Microsoft Office.
• Knowledge of Salesforce, Jira and Confluence a plus.
• Willing to work on shifting schedules including Philippine holidays and overtime if necessary.
• Able to learn and apply enterprise AI tools to support workflows.

Responsibilities

• Respond to inquiries via live chat and email with high level of customer service.
• Provide first level troubleshooting and solutions to product issues.
• Handle inbound calls and emails for customer service queue.
• Update customer data and produce activity reports.
• Escalate unresolved queries to the next level with proper routing.
• Collaborate with Americas and EMEA/APAC teams.
• Suggest workflow improvements to optimize processes.
• Assist with access setup, usage reports, and product guidance.
• Provide product guidance and answer content questions.

Skills

Customer service

Communication

Adaptability

Learning ability

Microsoft Office

Education

Bachelor's degree in any field

Completed 2nd year college with relevant experience

Tools

Salesforce

JIRA

Confluence

Helpdesk software

Job description

Cirium in the Philippines is seeking a customer service professional to respond to inquiries via live chat and email, delivering high-quality support to CIRIUM customers.

You will provide first-level troubleshooting, handle inbound calls, update ticket data, and work with Americas, EMEA, and APAC teams to resolve issues and improve processes, while following up to ensure complete resolution.