Senior Customer Service Executive

Webzoid System Solutions Corporation; Parañaque; On-site; PHP 420,000 - 660,000; Full time

Job summary

Webzoid System Solutions Corporation in Parañaque City is seeking an experienced Senior Customer Service Executive to support our operations across phone, live chat, and email channels. The role handles complex customer concerns, escalations, and coaching of junior staff to maintain service standards.

You will work onsite, adapt to shifting schedules, and collaborate with other departments to resolve issues and ensure customer satisfaction while upholding confidentiality and quality.

Qualifications

• 1–3 years in Customer Service roles (CS Specialist, Chat/Voice).
• At least 1 year of senior agent or escalation support experience is an advantage.
• BPO experience is preferred.
• Local gaming or e-casino CS experience is a strong advantage.
• Excellent command of written English and Tagalog; able to converse fluently.

Responsibilities

• Handle inquiries, complaints, and account concerns via phone, live chat, and email.
• Provide accurate product/service information and maintain professional experience.
• Manage escalated or sensitive cases with judgment and care.
• Support junior agents and assist in resolving complex issues.
• Conduct outbound follow-ups when needed and monitor interactions.
• Provide feedback to maintain service quality and document interactions.
• Assist in ensuring adherence to procedures, guidelines, and response standards.
• Coach and guide Customer Service Executives when needed.
• Identify recurring issues and report to supervisors for improvement.
• Maintain accurate records of interactions with confidentiality.
• Prepare reports and coordinate with other departments to resolve issues.
• Share customer feedback for product and process improvements.
• Stay updated on products, promotions, and system updates.
• Support quality, productivity, satisfaction, loyalty, and retention initiatives.
• Maintain a professional, customer-focused, and compliant service environment.
• Perform additional duties as assigned to support operations and team success.

Skills

Customer service

Escalation handling

Team support

English & Tagalog

MS Office / Office tools

Communication skills

Tools

MS Office

CRM systems

Job description

Webzoid System Solutions Corporation is seeking an experienced and dependable Senior Customer Service Executive to support our Customer Service operations in Parañaque City office. This full-time position will handle more complex customer concerns, assist with escalations, support junior team members, and help ensure that service standards are consistently met across phone, live chat, and email channels.

What you'll be doing:

1. Handle customer inquiries, complaints, and account-related concerns through phone calls, live chat, and/or email.

2. Provide accurate product and service information while ensuring a professional customer experience.

3. Handle escalated or sensitive customer concerns with accuracy, patience, and proper judgment.

4. Assist Customer Service Executives in resolving complex cases and customer concerns.

5. Conduct outbound calls or email follow-ups when needed.

6. Monitor customer interactions and provide feedback to help maintain service quality.

7. Support the Customer Service Supervisor in ensuring that service standards, procedures, and response guidelines are followed.

8. Assist in coaching, guiding, and supporting Customer Service Executives when needed.

9. Help identify recurring customer issues, service gaps, or process concerns and report them to the Customer Service Supervisor.

10. Keep accurate records of customer interactions, transactions, comments, complaints, and resolutions with strict confidentiality.

11. Assist in preparing reports, documentation, customer records, and other administrative requirements.

12. Coordinate with other departments to resolve customer issues and ensure smooth workflow.

13. Share customer feedback with the team and other departments for product, service, and process improvement.

14. Stay familiar with new products, services, promotions, procedures, and system updates.

15. Support quality inspection, service productivity, customer satisfaction, loyalty, and retention initiatives.

16. Assist in maintaining a professional, customer-focused, and compliant service environment.

17. Perform additional duties as assigned within the scope of responsibility to support overall operations and team success.

What we're looking for

1. Preferably with at least 1-3 years of experience as a Customer Service Specialist, Chat Support, Voice Support, or related role.

2. At least 1 year of senior agent, escalation support, team support, or informal leadership experience is an advantage.

3. BPO experience is preferred.

4. Local gaming, online gaming, or e-casino customer service experience is a strong advantage.

5. Good command of interpreting written English and Tagalog language.

6. Can naturally converse verbally using English and Tagalog language

7. Preferably, with at least five (5) years of experience in risk management, compliance, or internal audit.

8. Willing and able to work on shifting schedules, including holidays.

9. Willing to work onsite in Parqal, Parañaque City.

10. In-depth understanding of the entire MS Office, customer service software, and other office tools.

11. Excellent organizational and multitasking skills.

12. Able to handle confidential customer information with discretion.

13. Professional, mature, detail-oriented, and customer-focused.

Join our dynamic team and be part of a company that values professionalism, growth, and customer satisfaction. If you’re passionate about delivering excellent service and ready to take the next step in your career—we want to hear from you!