Job description
Join STACKph as a Customer Support Agent – Chat & Email to join our growing team in Marikina City, Metro Manila. This full-time role offers a competitive salary, health benefits, and clear career growth opportunities within a supportive, team-oriented culture.
You will be the frontline ambassador for STACKph, assisting customers via live chat and email, guiding them through inquiries and issues with professionalism and care. By providing accurate information and timely resolutions, you will help drive customer satisfaction and loyalty while adhering to company policies.
We are committed to investing in our people. This position includes a salary of ₱20,000–₱30,000 per month, health benefits, and opportunities for professional development. If you are a proactive communicator with a customer-first mindset and a willingness to learn, we invite you to apply and grow with STACKph.
This role is based in Marikina City, Metro Manila, and offers a structured path to advance within the customer service organization.
Responsibility
- Respond to customer inquiries via live chat and email with clarity, empathy, and professionalism.
- Diagnose and resolve product or service issues by identifying root causes and offering effective solutions.
- Document interactions in our CRM, update ticket statuses, and ensure accurate records for auditability and SLA tracking.
- Meet or exceed defined response times and customer satisfaction targets while maintaining quality standards.
- Collaborate with internal teams (Billing, Technical Support, Product) to escalate complex issues and implement improvements.
- Provide accurate information about products, policies, and processes; upsell or cross-sell where appropriate within guidelines.
- Keep up-to-date with product knowledge and company policies; participate in ongoing training and coaching sessions.
- Identify opportunities to streamline workflows and contribute ideas to improve customer experience metrics.
Qualification
- Proven experience in customer support, preferably in chat and email channels.
- Excellent written and verbal communication in English; Filipino language is a plus.
- Strong problem-solving skills, patience, and empathy; ability to manage difficult conversations gracefully.
- Experience with CRM or helpdesk tools and solid computer literacy for navigating multiple systems.
- Ability to work in a fast-paced environment, manage time effectively, and handle multiple inquiries concurrently.
- Relevant education (high school diploma or higher); additional certifications in customer service or related fields are a plus.
- Willingness to work full-time with flexible shift options as required by business needs.