Technical Customer Service

A7 Recruitment; Taguig; Hybrid; PHP 279,000 - 469,000; Full time

Job summary

A7 Recruitment in BGC, Taguig is seeking a Customer Service Associate to deliver efficient client support, manage inquiries across email, chat, phone, and ticketing systems, and contribute to CRM initiatives.

The role involves process improvement, reporting, system testing, and documentation, with a hybrid setup (4 days onsite, 1 day WFH) in the BGC area of Taguig.

Qualifications

• Minimum 2 years in customer service, tech support, or related fields.
• Experience with CRM platforms and ticketing systems.
• Familiarity with AI-enabled support tools.
• Strong verbal and written communication.
• Bachelor’s degree in Business, IT, or Communications.

Responsibilities

• Support CRM and ticketing systems and assist in enhancements.
• Prepare operational reports and assist with data consolidation.
• Handle inquiries via email, chat, phone, and tickets.
• Coordinate with internal teams to resolve escalations.
• Document processes and assist CRM migrations.

Skills

Customer service

Communication

Problem solving

Attention to detail

Documentation

Education

Bachelor's degree

Tools

CRM platforms

Ticketing systems

AI-enabled tools

Workflow automation

Job description

NOW HIRING: CUSTOMER SERVICE ASSOCIATE

Location: BGC, Taguig
Work Arrangement: Hybrid | 4 Days Onsite + 1 Day Work From Home

About the Role

We are looking for a Customer Service Associate to join our team and help deliver efficient, responsive, and high-quality client support. The successful candidate will handle customer inquiries while also contributing to CRM initiatives, operational reporting, process improvements, and client account support.

This role is ideal for someone who enjoys working with customers, technology, systems, and process improvement.

Key Responsibilities

CRM & System Support

• Represent the Customer Service team in the assessment and implementation of CRM or ticketing solutions.

• Review existing customer service processes and document workflow requirements.

• Participate in system demonstrations, testing, and User Acceptance Testing (UAT).

• Assist in developing procedures and training team members on new system processes.

• Help ensure accurate ticket handling and customer data management.

Reporting & Process Improvement

• Monitor customer service activities and prepare operational reports.

• Consolidate information for management, clients, regulatory requirements, and other stakeholders.

• Monitor outstanding and escalated customer concerns and coordinate with relevant internal teams.

• Identify recurring issues, workflow gaps, and opportunities to improve service efficiency.

Customer Support

• Handle customer concerns and requests through email, chat, phone, and ticketing systems.

• Manage escalated concerns professionally and ensure proper documentation and follow-through.

• Maintain customer service resources such as FAQs, knowledge articles, and response templates.

• Provide timely and accurate information to clients.

Client Account Support

• Assist in reviewing and routing client account verification documents.

• Support customers with basic online portal and account-related inquiries.

• Assist with updating client information and maintaining accurate records.

• Support data organization and preparation for future CRM migration.

Qualifications

• Minimum 2 years of experience in customer service, technical support, operations, or a related field.

• Experience using CRM platforms, ticketing systems, customer service tools, or workflow automation is an advantage.

• Familiarity with AI-enabled customer support tools is a plus.

• Strong verbal and written communication skills.

• Excellent listening, customer handling, and conflict-resolution abilities.

• Strong analytical and problem-solving skills.

• Highly organized with excellent attention to detail.

• Ability to document processes and coordinate projects or system-related activities.

• Bachelor’s degree in Business Administration, Information Technology, Communications, or a related discipline.