Senior Analyst, CBG PACE Tier 2

Location: Taguig, Philippines. Full-time role with working hours aligned to the supported business time zone, potentially outside standard Philippine working hours.

Company

hirify.global develops innovative products and solutions across a broad range of industries.

What you will do

• Handle complex, non-routine, and escalated customer inquiries as a primary liaison for customers and business partners.
• Provide advanced product, service, and technical support through phone, live chat, email, and written channels.
• Investigate product and service issues, document cases and resolutions in CRM and business systems, and collaborate with internal teams and service providers.
• Analyze recurring issues, process gaps, and customer experience trends to recommend service improvements.
• Support brand protection, business reviews, sales lead generation, and promotion of relevant hirify.global solutions.
• Serve as a subject matter expert and develop and deliver training for team members and stakeholders.

Requirements

• Bachelor’s degree or higher from an accredited institution, completed and verified before starting.
• At least four years of combined experience in customer service, technical support, product application support, sales support, phone support, or direct customer engagement.
• Experience handling customer interactions through phone, email, chat, or other communication channels.
• Excellent English communication skills are required, including the ability to understand complex technical information and communicate with native speakers.
• Experience serving as a subject matter expert and providing guidance, process expertise, and support to team members.
• Experience developing and delivering training to support knowledge transfer and consistent process execution.

Nice to have

• Knowledge of Salesforce CRM or a similar customer relationship management system.
• Strong problem-solving, active listening, judgment, decision-making, organizational, and interpersonal skills.
• Experience working in high-volume, fast-paced, changing environments while managing multiple priorities.
• Proficiency with Microsoft Office applications and general PC tools.

Culture & Benefits

• Environment focused on innovation, curiosity, creativity, and diverse thinking.
• Opportunity to contribute to customer outcomes, service quality, process improvement, and business growth.
• Employees are expected to follow safety policies, identify hazards, and contribute to a strong Environmental Health and Safety culture.