Senior Associate - 24/7 Email/Chat/Phone Support

firstsourc; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Firstsource Solutions in Cebu, PH is seeking an Associate / Sr Associate - Email/Chat/Voice support to deliver excellent service across phone, email and chat channels. You will be a frontline brand ambassador, handling inquiries, resolving issues, and maintaining positive customer relationships.

Reporting to the Team Leader, the role emphasises CSAT/NPS, SLAs and data protection, with training provided to enhance communication and problem-solving skills in a fast-paced, 24/7 support environment.

Qualifications

• Graduate Fresher with strong English communication.
• Undergraduate with up to 2 years of customer service experience.

Responsibilities

• Respond to customer inquiries promptly via phone, email and chat, providing accurate information and resolving issues.
• Handle inquiries on product/service issues, billing inquiries, and general questions.
• Demonstrate empathy and maintain composure when addressing customer needs.
• Follow up with clients to ensure concerns are resolved to satisfaction.
• Escalate complex issues to appropriate teams for timely resolution.
• Adhere to SLAs and data protection regulations while handling customer information.
• Maintain clear records of customer interactions and resolutions.
• Participate in training to enhance customer service and problem-solving abilities.

Skills

English communication

Customer service

CRM tools

Empathy

Problem solving

Multichannel support

Flexible hours

Education

Graduate Fresher

Undergraduate - 2 Years Experience

Job description

Firstsource Solutions in Cebu, PH is seeking an Associate / Sr Associate - Email/Chat/Voice support to deliver excellent service across phone, email and chat channels. You will be a frontline brand ambassador, handling inquiries, resolving issues, and maintaining positive customer relationships.

Reporting to the Team Leader, the role emphasises CSAT/NPS, SLAs and data protection, with training provided to enhance communication and problem-solving skills in a fast-paced, 24/7 support environment.