Customer Support Specialist (Non-Voice, Permanent Work from Home)

Role Overview

We are seeking a dedicated Customer Support Specialist to provide non-voice assistance through email and WhatsApp, helping resolve platform-related issues and other customer concerns. This is a full-time, permanent position based in the Philippines, working onsite with a focus on delivering exceptional service through written communication.

Key Responsibilities

• Respond to customer inquiries via email and WhatsApp, addressing password resets, account access, login troubles, shipment status, service requests, case updates, and transaction progress.
• Collaborate with internal teams and operations across Mexico and Asia to promptly address and resolve customer issues.
• Investigate and monitor customer problems, providing timely updates and ensuring resolution within agreed service levels.
• Maintain detailed records of customer interactions, cases, and outcomes within the company’s support system.
• Escalate complex technical or operational issues to the relevant internal departments as needed.
• Deliver empathetic, professional, and solutions-driven written communication to uphold high customer satisfaction.
• Work alongside a team of five members to meet quality benchmarks and response time goals.

Qualifications and Requirements

• Preferably holds a Bachelor's degree in any field, though not mandatory.
• Minimum one year of experience in customer service, support, logistics support, or a similar role.
• Excellent proficiency in written and verbal English communication.
• Experienced in handling customer queries via email, chat, or messaging platforms like WhatsApp.
• Strong problem-solving abilities and attention to detail.
• Capable of managing multiple queries efficiently in a dynamic environment.
• Comfortable collaborating with international and cross-functional teams operating in various time zones.
• Effective organizational and time management skills.
• While Chinese language skills are not required, reading or writing ability in Chinese is advantageous.

Preferred Experience

• Background in logistics, supply chain, e-commerce, freight forwarding, or transportation sectors.
• Familiarity with CRM, ticketing systems, or logistics management software.
• Experience providing support to international customers or business clients.
• Ability to excel in a fast-paced, technology-driven work setting.
• Willingness to work Monday through Saturday.

Compensation and Work Schedule

• Monthly salary budgeted at Php 40,000.
• Permanent full-time position with in-office presence.

Personal Attributes

• A customer-centric mindset passionate about delivering superior service.
• Strong sense of ownership and responsibility in ensuring customer issues are resolved.
• Excellent collaboration and communication skills for working effectively with global teams.
• Adaptable and eager to learn new systems, processes, and operations related to logistics.