Customer Support Assistant

Philippines

Full Time

Mid Level

GrowthAssistant is looking for a Customer Support Assistant for one of our clients in the US. The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. This is an excellent opportunity for someone who wants to work with a well-known brand and continue learning and growing during their career.

The Benefits:

Work From Home
Attendance, Performance, and Referral Bonuses
Paid Holidays and Time Offs
Health Insurance Card
Salary range: Php 55,000 - 70,000 per month

CORE TASKS:

Handle inbound customer calls via Zendesk and other client systems
Manage and respond to support emails in a timely and professional manner
Respond to customer inquiries using client-provided templates, scripts, and SOPs
Provide accurate information regarding products and services across phone, email, chat, and text channels
Log, track, and update customer interactions in Zendesk and other designated platforms
Escalate Tier 2 inquiries when issues require additional review or when internal resources do not present a clear, decisive answer
Ensure all tickets and calls are handled within established SLAs
Track trends in customer concerns and recurring issues
Develop and maintain FAQ documentation to proactively address common customer questions
Maintain clear, professional communication aligned with brand guidelines

MUST-HAVE:

2+ years of experience with a CX platform (Zendesk) is a must-have - Customer Service/tickets
Strong verbal and written communication skills (fun, casual written comms environment!)
Experience with Slack and G Suite

NICE-TO-HAVE:

Experience with Asana or other project mgt. Tool
Experience with loan products or other fintech companies

GROW-INTO:

Offer basic insights to improve efficiency or effectiveness of most common troubleshoots and course feedback
Ad hoc tasks as delegated and trained by client
Document and save processes to support the creation of playbooks and other tools, resources that will improve the efficiency and effectiveness of future onboarding processes

Jumpstart your application by filling out our application form! We are looking for someone who wants to grow as part of a team. Ideal candidates desire to learn and grow and take on more responsibilities along the way.

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Do you have customer service experience in the fintech/loan industry?*

Do you have 2 years of experience with Zendesk?*

Are you comfortable providing excellent customer experience through email, chat, and phone calls?*

Please provide the specifications of your device (e.g., Asus Laptop with i7 and 16GB of RAM).*

Please provide your internet connection providers (both primary and secondary).*

Are you comfortable using a time-tracking tool like Hubstaff?*

Are you amenable to work on a graveyard shift?*

I hereby declare that all information provided in my application with GrowthAssistant is accurate, complete, and true to the best of my knowledge. I understand that any inconsistencies found in the information provided at any stage of the recruitment process may result in the automatic rejection of my application. I understand and acknowledge that I will no longer be considered placeable with GrowthAssistant if any discrepancies are identified.*

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Customer Support Assistant

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