Hybrid Customer Support Specialist II (BGC)

Role Details


Type of Support:Omnichannel
Contract Type:Probationary
Location: Hybrid (BGC Taguig)
Work Schedule:Monday - Friday 9:00 PM 6:00 AM Manila Time (8:00 AM 5:00 PM EST)
Expected Start Date:January 8 2026
Line of Business: Retail / E-commerce (Home & Outdoor Lifestyle)

About Us
Crescendorepresents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleeps.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact. Join us at Crescendo and lets build the future of customer experience together.

Welcome to Crescendo. Welcome to whats next.

The Role
We are looking for an Hybrid Customer Support Specialist II to support a Retail / E-commerce LOB focused on home and outdoor lifestyle products. This is a permanent role ideal for experienced customer support professionals who thrive in an hybrid environment and can manage more complex customer interactions with confidence and accuracy.
As a Level II specialist you will handle escalations nuanced customer concerns and order-related inquiries while maintaining high service standards and collaborating closely with internal teams.

What Youll Do:

• Handle inbound and outbound customer interactions via email chat and/or voice
• Resolve complex customer concerns including order issues delivery concerns returns and product-related inquiries
• Serve as an escalation point for Level I agents when needed
• Document interactions accurately and follow established workflows and SLAs
• Collaborate with internal teams (Operations Quality Training) to improve customer experience
• Identify recurring issues and provide feedback for process improvement
• Maintain a high level of professionalism empathy and attention to detail in all customer interactions

• At least 23 years of customer support experience preferably in retail or e-commerce
• Experience handling escalations or complex customer cases
• Strong written and verbal English communication skills
• Comfortable working in a hybrid setup
• High attention to detail and ability to follow structured processes
• Strong problem-solving and customer-first mindset
• Familiarity with CRM or ticketing systems (e.g. Zendesk Freshdesk Salesforce)

• Be part of an AAI-aligned program with clear ownership and structure
• Competitive Base Salary
• Attractive benefits package including medical dental and vision options that are applicable per country of residence for all our full-time employees
• Access learning and development opportunities through Crescendo Academy
• Collaborative inclusive and people-first culture
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions mentorship and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

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To understand more about Crescendos privacy program including your rights and options for managing the personal data you submit to us please visit our Privacy Center here.