Non-Voice Customer Service Representatives

Office Location: 19/F Robinsons Summit Center, Ayala Avenue, Makati City, Philippines

ABOUT THE ROLE

We're looking for a customer-focused and detail-oriented Email Support Representatives for our Financial Management Account. In this role, you'll be the first point of contact for customers, helping them resolve issues, navigate the product, and get the most out of their experience.

You'll support users primarily through email and chat using Zendesk, troubleshoot technical account connection issues, and contribute to improving the customer experience through better documentation and self-service resources.

WHAT YOU'LL DO

• Respond to customer inquiries through email platforms such as Zendesk
• Educate customers on product features and best practices
• Investigate and escalate bugs or technical concerns when needed
• Create and improve help center articles, canned responses, and internal documentation
• Identify recurring customer concerns and recommend process improvements
• Meet response time and ticket resolution benchmarks while maintaining a high-quality customer experience

WHAT WE'RE LOOKING FOR

• At least 1 year and 6 months of experience in email-based customer support experience in a BPO or call center environment
• Willingness to work onsite and on a graveyard/night shift schedule
• Experience with using Zendesk or similar customer support software
• Excellent written communication skills with strong attention to detail
• Ability to learn technical systems and product workflows quickly