Senior Customer Support Specialist

magnusrsi; Makati; Sur place; PHP 300 000 - 420 000; Plein temps

Avantages offerts par ce poste

Career Development: A comprehensive员工培

Résumé du poste

magnusrsi in the Philippines (Makati) is seeking a Customer Service Specialist to be the face of the company, addressing client inquiries with empathy and accuracy. You will handle chat and email support, understand customer issues, and collaborate across departments to deliver effective solutions.

This role emphasizes proactive problem solving, data-driven responses, and adherence to company guidelines, with a focus on building strong customer relationships and contributing to service quality.

Qualifications

• Fluency in English is required.
• 3–5 years in customer service or related fields.
• Strong problem-solving abilities and composure.
• Self-organization and willingness to learn.
• Team player with customer-oriented mindset.

Responsabilités

• Assist customers via chat and email with proactive, judgment-based responses.
• Collaborate with other departments to resolve queries using data from multiple sources.
• Explain services and clarify Terms and Conditions as needed.
• Log tasks per guidelines and escalate when needed.
• Support ongoing marketing campaigns and promote customer loyalty.
• Maintain 40-hour workweek shifts including mornings, evenings, and weekends on public holidays.

Connaissances

English fluency

Strong communication

Customer-centric approach

Team player

Sociability and stress tolerance

Experienced PC user

Self-organization

Willingness to learn

Formation

High school diploma or above

Description du poste

Being a Customer Service Specialist at MRSI means being part of the ambition of becoming the best customer service in the industry. Hence, we are looking for proactive, forward thinking candidates that can help drive this company ethos forward. As a Customer Service Specialist, you should be able to work and think independently, come up with creative solutions when needed whilst following company guidelines.

Customer Service is the heart of our company. As a Customer Service Specialist, you will be the focal point of contact for our customers. It means you will understand their issues from their perspective, at the same time you’ll be having extensive knowledge on systems and multiple ways to solve customer’s problems.

In this role, you will be the face of the company for new clients and the advocate for the customers within the company. Communication with our amazing customers is done via chat and email. You’ll support their needs, using your better judgment to avoid sounding robotic. Collaborate with other departments to solve queries, confirming data from different sources. In our team, you will have the potential to learn and achieve a lot, simply by taking initiative. Join us and make a difference!

Key Responsibilities and Task:

• Helping our customers via chat and e-mail, they are cool, but some need more attention than others. The coolest part of the role is using your better judgment and not sounding robotic.
• Working with other departments to solve customer queries requires confirming data from different sources to determine what would be the accurate outcome.
• Helping our customers with all their enquiries ,Explaining how to use services.
• Clarifying company Terms and Conditions when it is needed.
• Assisting customers with ongoing marketing campaigns.
• Logging tasks in accordance with company guidelines.
  Escalating and following up customer cases when needed.
• Promote good relationships with existing customers to enhance brand image and customer loyalty.
• Adhere to the company’s service standards and operational procedures to ensure consistent service quality.
• Continuously improve customer service quality and strive to achieve service goals and KPIs.
• The Customer Service Specialist will be working on shifts of 40 hours/week in total.Able to work three shifts including morning, evening and weekend shifts on public holidays.

Job Requirements:

• High school diploma or above, with a preference for relevant academic background.
• Preferably with more than 3~5 year of experience in customer service or related fields.
• Fluency in the English language;
• Sociability and stress tolerance;
• Experienced PC user;
• Strong communication and interpersonal skills with a customer‑centric approach;
• Strong problem‑solving abilities and the ability to handle challenging situations with composure;
• Self-organization, willingness to learn and grow;
• Team player with customer oriented mindset

We believe that by fostering a diverse, inclusive, and growth-oriented work environment, we can attract and retain the best talent. This not only contributes to individual career development but also drives the long-term success of the company. We look forward to welcoming you to our family, as we face future challenges and opportunities together. Check out some of the fantastic benefits on offer

We offer benefits & package:

• Career Development: A comprehensive employee training and development programto help you grow quickly in your professional field.
• A Positive Work Environment: An innovative and supportive corporate culture that encourages employees to share ideas and realize their full potential.
• Employee Activities: Regular employee gatherings and team-building events to enhance collaboration and strengthen team cohesion.

Competitive Compensation and Benefits:

• A competitive salary package and a comprehensive benefits plan.
• Minimum wage and additional pays (such as holidays or overtime pay)
  13th Month Pay
• Minimum wage

Paid Time Off (Service incentive leave):

• 2 Days off/ week
• Sick leave 5 days
• Special Leave: Paternity Leave, Parental Leave, Disaster Leave, Bereavement Leave

Healthcare and Wellness:

• Medical Health care
• SSS/ PHILHEALTH/PAG-IBIG

Department: CS Department
Locations: Philippines Makati
Remote status: on-site
Employment type: Full-time