Customer Support Specialist (English & Tagalog)

Location: Manila, Philippines; hybrid workplace; willingness to work shifts, including weekends and holidays, as needed.

Company

hirify.global is a global commerce company providing digital content monetization, distribution, storefront, gift card, voucher, and prepaid product services across more than 70 markets.

What you will do

• Respond to and resolve customer inquiries professionally and empathetically through email, web forms, live chat, Facebook, WhatsApp, and other support channels.
• Document customer interactions accurately in ticketing and CRM systems for tracking and reporting.
• Collaborate with internal teams, content providers, and customers to escalate and resolve complex issues.
• Maintain up-to-date knowledge of products, services, and policies to provide accurate support.
• Monitor customer feedback across digital platforms and suggest improvements to FAQs and the Zendesk knowledge base.
• Develop knowledge of the gifting sector and supported clients while meeting SLA response-time and quality benchmarks.

Requirements

• Proven experience in customer support or client servicing, preferably with digital communication platforms.
• Good written and verbal communication skills in Tagalog and English to answer customer queries in both languages.
• Customer-first approach and strong written communication skills.
• Proficiency with CRM tools and ticketing systems; Zendesk is preferred.
• Excellent problem-solving skills, strong organization, and exceptional attention to detail.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Willingness to work shifts, including weekends and holidays, as needed.

Culture & Benefits

• Hybrid work arrangement in Manila.
• Work in a global team of more than 600 people from 57 nationalities across 23 locations.
• Culture based on respect, ownership, collaboration, customer focus, and mutual support.
• Customer support operations provide 24/7 coverage.