Senior Associate - Multichannel Email/Chat/Phone Support

Firstsource; Cebu City; Presencial; PHP 279.000 - 469.000; Jornada completa

Descripción de la vacante

Firstsource Cebu seeks Associates to join our email/chat/voice support team. You will deliver responsive customer service to global clients, handling inquiries across phone, email and chat, and acting as a brand ambassador to ensure satisfaction.

Graduate fresher or undergrad with up to 2 years experience, strong English, and familiarity with CRM/ticketing systems are preferred. The role requires flexibility to support 24/7 operations and adherence to SLAs.

Formación

• Graduate fresher or undergraduate with up to 2 years experience.
• Excellent English communication skills.
• Familiarity with CRM and ticketing systems preferred.
• Willingness to work flexible hours including weekends.

Responsabilidades

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Handle a wide range of issues including billing and product/service questions.
• Demonstrate empathy and address customer needs while resolving concerns.
• Follow up with clients to ensure issues are resolved to satisfaction.
• Escalate complex cases to appropriate teams for timely resolution.
• Adhere to SLAs and quality standards; maintain data privacy.
• Document interactions clearly and collaborate with internal teams.

Conocimientos

English comms

Customer service

Problem solving

Empathy

Multitasking

Teamwork

Educación

Graduate Fresher

Undergraduate - 2 Years Experience

Herramientas

CRM software

Ticketing systems

Descripción del empleo

Firstsource Cebu seeks Associates to join our email/chat/voice support team. You will deliver responsive customer service to global clients, handling inquiries across phone, email and chat, and acting as a brand ambassador to ensure satisfaction.

Graduate fresher or undergrad with up to 2 years experience, strong English, and familiarity with CRM/ticketing systems are preferred. The role requires flexibility to support 24/7 operations and adherence to SLAs.