Customer Service Associate

About the Role

The Customer Service Associate I is responsible for managing daily customer interactions and ensuring a positive customer experience. This role serves as the primary point of contact for customer inquiries and order-related concerns working closely with internal teams to resolve issues efficiently. The ideal candidate is customer-focused detail-oriented and able to thrive in a fast-paced environment.

Key Responsibilities

• Respond to approximately 80 customer emails and text messages per day.
• Handle time-sensitive inquiries related to payments account concerns product or service issues and troubleshooting with professionalism and urgency.
• Develop expertise in customer service tools and platforms including customer management systems ordering platforms payment systems and ticketing software such as Zendesk.
• Collaborate with operations technical and other cross-functional teams to resolve customer concerns and service-related issues.
• Identify recurring customer concerns and escalate trends to management when necessary.
• Process refunds credits or promotional offers when appropriate to address customer concerns.
• Resolve customer inquiries accurately and efficiently while maintaining a high level of customer satisfaction.
• Engage positively with customers and help foster a strong customer experience.

Qualifications

• 12 years of customer service customer support or related experience.
• Proven ability to provide positive and effective customer support.
• Experience working in a fast-paced rapidly changing environment.
• Ability to adapt to ambiguity and changing business needs.
• Self-motivated and capable of working independently while meeting daily performance metrics and KPIs.
• Strong technical aptitude and comfort learning new systems and software.
• Experience using Zendesk or similar customer support platforms is preferred.

What Were Looking For

• Excellent written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to multitask and prioritize effectively.
• Customer-first mindset with a commitment to delivering exceptional service.
• Team player who can collaborate effectively across departments.
• Comfortable working in a metrics-driven environment.

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• Work from home & night shift schedule
• 30000 php-34500 php all in

Required Experience:

IC