Customer Support Representative – Remote | Full-Time | HMO

Customer Service Manila , Philippines Philippines Philippines

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Description

Position at FiltaGlobal Philippines Inc.

Location: Work From Home - Metro Manila, Cebu, Pampanga/Clark
Schedule: Monday to Friday, 6:00 AM - 3:00 PM PHT
 
About the Company
 
Our client is a top-tier media organization with a powerful mix of digital, radio, and print brands that reach millions of people every week. From breaking news and insightful commentary to lifestyle, entertainment, and automotive content, their platforms deliver trusted stories that matter.
 
They're now looking for a Customer Support Representative  to join their growing team.
 
Why You’ll Love Working With Us
 
  • HMO healthcare for you and your 1 dependent (with COVID insurance). 
  • 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularization).
  • 13th-month bonus and Government-mandated benefits.
  • Equipment will be provided  + internet allowance.
  • Access to work in one of our Manila-based offices. 
  • Member Wellness Program + Regularization drink. 
  • Paid birthday leave + birthday cake. 
  • Welcome gift packs + Work anniversary gifts.
  • Year-End Party + Christmas hamper.
 
What You’ll Be Doing
 
Reporting directly to a New Zealand based manager, you will serve as the essential first point of contact for customers. You will act as a mediator to resolve inquiries and ensure a seamless brand experience.  Your key responsibilities will include:
 
  • Manage inbound queries primarily via email (approximately 100 tickets daily), ensuring a 24-hour turnaround time and a 4-hour resolution target.
  • Proactively resolve complaints by investigating issues thoroughly and escalating complex matters to the Support Operations Manager when necessary.
  • Document interactions accurately within administration systems like SharePoint and Microsoft Teams to maintain quality standards.
  • Collaborate with Product Managers to develop and improve standard policies, procedures, and customer service manuals.
  • Analyze audience data and research trends to respond to customer needs and share insights with the wider team.
 
What You’ll Bring
 
  • At least one year of experience in a Customer Service role is highly preferred.  
  • Has clear and concise English written and verbal communication skills, with the ability to engage technical and non-technical users. 
  • Demonstrated ability to provide exceptional value to internal and external interactions, consistently ensuring that each interaction contributes positively to building the brand experience. 
  • Proven track record of keeping the customer at the forefront of all endeavours, with a deep understanding of their needs and a commitment to delivering exceptional service. 
  • Possess strong troubleshooting, debugging, and problem-solving skills, exhibiting confidence in your ability to tackle and resolve technical issues effectively.
 
Bonus Points For
 
  • Graduate of Business Administration or any relevant bachelor’s degree.
  • Relevant experience in the digital space for customer service. 
  • Having prior experience working for a New Zealand company in a customer service role.  
  • Experience in the technology industry or working with startups.
 
Ready to Apply?
 
We’re excited to meet you. Click Apply, upload your CV, and complete our brief questionnaire.
 
Want to fast-track your application? Connect with Anne on LinkedIn.
 
Important: This role is open to Filipino citizens only. Applications must be submitted in English.

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