Admin and Customer Service Officer

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

ROLES & RESPONSIBILITIES

1. Customer Support & Dispute Resolution

Manage incoming customer enquiries through ticketing systems email and other digital channels.

Provide timely empathetic and solution-oriented responses to members.

Resolve complaints and disputes wherever possible escalating complex cases when necessary.

Oversee escalated cases from automated service tools (e.g. chatbots or WhatsApp) to ensure prompt action and follow-up.

2. Internal Support & System Administration

Act as the first point of contact for staff enquiries related to customer service systems and processes.

Execute manual administrative updates within CRM and related platforms (e.g. updating lead sources maintaining records).

Support internal campaign or system configurations to ensure smooth execution.

3. Data Handling & Accuracy

Import export and clean datasets across multiple markets to maintain accurate records.

Conduct regular checks to ensure data consistency and integrity.

Assist with preparing reports and inputs required for analysis and decision-making.

4. Customer Service Tools & Innovation

Support the rollout monitoring and optimisation of customer service tools such as WhatsApp bots or centralised ticketing platforms.

Ensure escalations from these systems are managed and resolved satisfactorily.

Contribute to the improvement of customer service processes recommending enhancements where possible.

5. General Administrative Support

Provide administrative assistance to support daily business operations across departments.

Assist with documentation reporting and record-keeping as needed.

Support ad-hoc projects and assignments as delegated by management.

Remain adaptable to expanding responsibilities in line with organisational growth and evolving needs.

CANDIDATE REQUIREMENT

Prior experience in administration customer service or system support.

Strong organisational and data-handling skills with high attention to detail.

Proficiency in Microsoft Excel Google Sheets or equivalent for managing large datasets.

Strong English written and verbal communication skills with the ability to manage sensitive enquiries professionally.

Problem-solving mindset and ability to manage multiple priorities.

Collaborative attitude with the ability to support teams across different markets.

Familiarity with CRM or ticketing systems is an advantage

ROLES & RESPONSIBILITIES1. Customer Support & Dispute Resolution Manage incoming customer enquiries through ticketing systems email and other digital channels. Provide timely empathetic and solution-oriented responses to members. Resolve complaints and disputes wherever possible escalating complex c...