DCX Customer Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee customer inquiries and requests via email, phone, and various support channels

• Address requests promptly and professionally while adhering to established service expectations

• Take ownership of support requests from initial intake through to resolution, ensuring appropriate follow-up and communication

• Deliver accurate, complete, and helpful information utilizing available resources and tools

• Uphold a customer-centric approach to guarantee a positive support experience

• Employ critical thinking and sound judgment to address customer and operational challenges

• Prioritize requests based on urgency and their impact on the business

• Identify solutions or escalation routes for complex or non-standard issues

• Assist with daily operations through customer support and administrative duties

• Keep precise records, documentation, trackers, and operational resources

• Develop and maintain internal documentation and knowledge resources

• Spot opportunities for improvements in workflow, customer experience, and team efficiency

• Aid in additional projects and initiatives as business needs change

• Work collaboratively with internal teams to coordinate solutions and resolve requests

• Escalate issues that exceed standard support scope to the relevant departments

• Relay customer feedback and trends to appropriate teams

• Monitor support activities, trends, and key performance metrics

• Maintain reporting to track performance and service quality

• Provide insights and recommendations for process and performance enhancements

• Carry out ad hoc duties as required

⛳️ Requirements

• Bachelor's degree in Business Administration, Communication, or a related field

• Over 5 years of experience in customer support, customer service, operations, or a similar role

• Excellent verbal, written, and English communication skills

• Willingness to work overnight/graveyard shifts in Philippine time or during US operating hours

• Proficient in Microsoft Office or Google Workspace, including spreadsheet tools

• Comfortable with learning and using various systems, tools, and platforms

• Experience with CRM, ticketing systems, project management tools, or customer support platforms is advantageous

• Familiarity with HubSpot and Asana is a plus

• Strong organizational, time management, and attention to detail skills

• A strong sense of ownership with a proactive and positive attitude

• Collaborative, adaptable, reliable, and dedicated to providing outstanding customer experiences

🏝️ Benefits

• Competitive salary packages within the industry

• Permanent remote work setup

• Company equipment provided

• Internet stipends available upon regularization

• HMO coverage

• PTO credits and service incentive leaves

• Major spring and winter company live events

• Monthly virtual events for employee appreciation

• Company-sponsored career skills training courses

• A corporate culture centered on your personal and professional development

• Travel allowances

• Meal provisions

• Additional perks beyond compensation