Customer Support Specialist

TL;DR

Customer Support Specialist: Serving as the frontline point of contact for global clients, delivering responsive support across multiple channels with an accent on resolving complex inquiries and maintaining high service standards. Focus on identifying recurring customer challenges, escalating operational issues, and driving continuous improvement in the customer experience.

Location: Must be based in Vietnam or Manila

Company

hirify.global provides top-tier intelligence and data-driven insights for the commodities, energy, and maritime sectors to help organizations navigate complex global markets.

What you will do

• Respond to customer inquiries via email, chat, and other channels to determine root causes and provide effective solutions.
• Resolve complaints and service requests while maintaining high customer satisfaction levels.
• Escalate complex cases to internal departments and communicate downtime to relevant stakeholders.
• Maintain accurate customer records and document all interactions in CRM systems.
• Identify recurring issues and provide feedback to drive process and service improvements.
• Meet established service standards, response times, and productivity targets.

Requirements

• 2+ years of experience in Customer Support or a related customer-facing role.
• Minimum Diploma, NITEC, or equivalent qualification.
• Fluency in English, both spoken and written.
• Proficiency in CRM platforms, ticketing tools, and Microsoft Office.
• Strong problem-solving skills and ability to multitask in a fast-paced environment.
• Excellent interpersonal and communication abilities.

Nice to have

• Experience in the maritime, commodities, or tech industry.
• Experience supporting customers through multiple channels (email, live chat).
• Exposure to service quality or KPI-driven environments.
• Fluency in Mandarin.

Culture & Benefits

• Inclusive and diverse work environment committed to fair opportunities.
• Opportunity to work with a global team of over 700 experts.
• Focus on continuous improvement and professional growth.
• Collaborative culture that values decisive action and supportive teamwork.