Customer Support Specialist (English & Tagalog)

Customer Support at Coda
Join Coda's Customer Support team, where we treat both B2B and B2C clients as our front-line heroes. We are committed to delivering top-notch customer experiences 24/7, outperforming boundaries to provide empathetic and real-time support.
To excel in our team, you should be a people person with superb communication skills, a natural team player, and a problem-solving ace. We are looking for someone with a customer-centric mindset to care for our internal and external clients, embodying our core value of customer focus in everything they do.
We are seeking a Customer Support Specialist to join our team. In this role, you’ll be the first point of contact for our clients’ customers, ensuring queries are handled with professionalism, empathy, and efficiency. You’ll liaise with internal teams, content providers, and customers to deliver outstanding support and contribute to the success of our client partnerships.

What you'll do

- Respond and resolve customer inquiries professionally and emphatically via email, web forms, Live Chat, Facebook, WhatsApp and other support channels.

- Document all interactions accurately in the ticketing or CRM system for tracking and reporting purposes.

- Collaborate with internal teams to escalate and resolve complex customer issues.

- Stay updated on company products, services, and policies to provide informed and accurate support.

- Monitor customer feedback from digital platforms and share insights for process improvements.

- Proactively suggests improvements to FAQs and Zendesk knowledgebase based on customer feedback

- Proactively develop a strong understanding of the gifting sector and the clients we support.

- Ensure response times meet service-level agreements (SLAs) and quality benchmarks.

What you'll bring

- Proven experience in customer support or client servicing, preferably managing digital communication platforms.

- Good communication skills in Tagalog and English to answer customers' queries in Tagalog and English

- Strong written communication skills with a customer-first approach.

- Proficient in using with CRM tools and ticketing systems such as Zendesk preferredExcellent problem-solving skills, highly organised with exceptional attention to detail.

- Ability to manage multiple tasks and meet deadlines in a fast-paced environment.

- Willingness to work in shifts, including weekends and holidays, as needed

We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.
 
Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!