Customer Service Specialist (PH)
Remote · Philippines
Job Summary
Customer Service Specialist handles omnichannel inquiries (email, chat, messaging, voice) with accuracy, empathy, and efficiency; uses clear workflows and SOPs to resolve issues and educate customers to reduce repeat contacts; documents interactions in Zendesk; maintains knowledge of multiple Esusu products for cross/upsell when appropriate; participates in onboarding, training, and shadowing; contributes to collaboration, QA, and continuous improvement while prioritizing customer outcomes and timely feedback. Strong written/verbal English is required; Spanish is a plus; remote-first role with core availability during EST hours; experience in customer service, fintech, or SaaS environments and familiarity with Zendesk, Quiq, and Google Workspace are valued.
Required Qualifications
- Experience in customer service or support (contact center, BPO, SaaS, fintech, or similar) preferred
- Strong written and verbal communication skills in English; Spanish is a plus
- Comfortable working in a high-volume, fast-paced environment
- Ability to follow detailed processes while staying attentive to context and nuance
- Familiarity with tools like Zendesk, Quiq, and Google Workspace is a plus (or willingness to learn quickly)
- Demonstrated reliability, professionalism, and commitment to customer outcomes
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