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, adhering to established service standards.

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

• Assess and prioritize requests based on urgency and their impact on the business.

• Deliver accurate, complete, and useful information utilizing available resources and tools.

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

• Facilitate daily operations by handling a range of customer support and administrative tasks.

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

• Assist in the creation and upkeep of internal documentation and knowledge resources.

• Recognize opportunities to enhance workflows, improve customer experience, and boost team efficiency.

• Track support activities, trends, and key performance indicators.

• Work collaboratively with internal teams to ensure timely resolution of requests.

• Provide assistance on additional projects and initiatives as business requirements change.

• Perform other duties as assigned.

⛳️ Requirements

• A 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.

• Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.

• Proficient in Microsoft Office or Google Workspace, including spreadsheet applications.

• Experience with CRM, ticketing systems, project management tools, or customer support platforms is an advantage.

• Strong organizational, time management, and attention to detail abilities.

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

• A collaborative team player who is adaptable, reliable, and dedicated to providing exceptional customer experiences.

🏝️ Benefits

• Competitive salaries.

• Opportunities for remote work.

• Travel allowances.

• Meal provisions.