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CUSTOMER SUPPORT ADVOCATE - CUSTOMER SERVICE

XTN-3D86803

City
Makati City, Philippines
Schedule
Office Location
ARMSTRONG CORPORATE CENTER

Make your next big career move by applying as KMC Solutions' next CUSTOMER SUPPORT ADVOCATE - CUSTOMER SERVICE

Make your next big career move by applying as our next Customer Support Advocate - Customer Service.

Join a fast-growing, customer-centric eCommerce company that is transforming the online shopping experience through personalized service, innovation, and a commitment to helping customers feel confident in their everyday lives. As a Customer Support Advocate, you will play a critical role in delivering exceptional customer experiences and building lasting relationships with customers across multiple support channels.

 

In this role, you will be part of a collaborative and high-performing Customer Experience team that values ownership, accountability, continuous improvement, and customer advocacy. You will work closely with team members, supervisors, and cross-functional partners to resolve customer concerns, provide timely solutions, and ensure every interaction reflects the company’s commitment to service excellence.

 

This is an excellent opportunity for individuals who enjoy helping people, solving problems, and working in a fast-paced environment where their contributions directly impact customer satisfaction and business success. If you are passionate about delivering outstanding service and are looking to grow your career with a dynamic and supportive team, we would love to hear from you.

On top of your salary, here are the exciting benefits you can look forward to:

On top of your salary, here are the exciting benefits you can look forward to:

  • Work with a fast-growing U.S.-based eCommerce company that values innovation, ownership, and customer obsession.
  • Be part of a high-performing and supportive team where your ideas and contributions matter.
  • Gain exposure to global operations and collaborate directly with U.S.-based leaders and cross-functional teams.
  • Comprehensive onboarding and training designed to set you up for success.
  • Career growth and development opportunities within a rapidly expanding organization.
  • A culture that values accountability, continuous improvement, and professional development.
  • Flexible work setup after successful completion of training, based on business needs.
  • Modern tools and technology that empower you to do your best work.
  • Employee recognition programs that celebrate performance and achievements.
  • A collaborative and inclusive work environment where teamwork and mutual respect are highly valued.
  • Opportunities to develop expertise in customer experience, eCommerce operations, and customer retention strategies.
  • Access to company-sponsored events, engagement activities, and learning opportunities.

Join a team where your work directly impacts customer satisfaction, business success, and your own professional growth.

The main responsibilities of a CUSTOMER SUPPORT ADVOCATE - CUSTOMER SERVICE include:

The main responsibilities of a Customer Support Advocate - Customer Service include:

  • Deliver exceptional customer service through email, chat, phone, and other support channels.
  • Manage customer inquiries related to orders, subscriptions, billing, deliveries, account updates, returns, and product-related concerns.
  • Take ownership of customer issues from initial contact through resolution, ensuring a positive customer experience.
  • Make sound decisions using established policies, customer history, and available resources while escalating complex issues when necessary.
  • Proactively identify opportunities to retain customers by addressing concerns, overcoming objections, and presenting appropriate solutions.
  • Process refunds, replacements, credits, claims, and other customer-related transactions accurately and efficiently.
  • Meet or exceed established performance metrics, including quality, productivity, customer satisfaction, and response time goals.
  • Maintain accurate documentation of customer interactions and actions taken within internal systems.
  • Collaborate with team members and cross-functional partners to resolve customer issues and improve processes.
  • Support operational and styling-related service tasks as needed while maintaining high levels of accuracy and attention to detail.
  • Stay current on company policies, products, tools, and processes to provide accurate information and guidance to customers.
  • Contribute to a culture of continuous improvement by identifying opportunities to enhance customer experience and operational efficiency.
  • Effectively manage multiple priorities and systems simultaneously while maintaining professionalism and service excellence in a fast-paced environment.

To apply, you must be an expert on the following requirements:

  • To apply, you must be proficient in the following requirements:

    • Strong written and verbal English communication skills.
    • Excellent customer service and problem-solving abilities.
    • Experience handling customer interactions through email, chat, and phone support.
    • Ability to multitask and effectively manage multiple customer conversations and systems simultaneously.
    • Strong attention to detail with the ability to maintain accuracy while working in a fast-paced environment.
    • Proven ability to take ownership of customer concerns and drive issues through to resolution.
    • Strong decision-making skills and the ability to work independently with minimal supervision.
    • Ability to navigate multiple software applications, tools, and systems efficiently.
    • Customer-focused mindset with strong empathy, professionalism, and conflict-resolution skills.
    • Ability to adapt quickly to changing priorities, processes, and business needs.
    • Strong organizational and time management skills.
    • Experience meeting performance metrics such as quality, productivity, customer satisfaction, and response time goals.
    • Comfortable working in a remote environment and supporting overnight shifts aligned with U.S. business hours.
    • Bachelor’s degree or equivalent professional experience.

    Preferred experience includes customer service, eCommerce, retail, subscription-based services, or contact center environments.

It will also be favorable if you are knowledgeable in:

  • It will also be favorable if you are knowledgeable in:

    • Experience in customer service, eCommerce, retail, or fashion industries.
    • Familiarity with Google Workspace and other productivity and collaboration tools.
    • Exposure to customer support platforms such as Zendesk, Salesforce, Freshdesk, Gorgias, or similar ticketing and CRM systems.
    • Experience using Apple products, macOS, or similar technology ecosystems.
    • Basic understanding of order management, billing, fulfillment, shipping, returns, and logistics processes.
    • Customer retention and de-escalation techniques.
    • Working with customer service metrics such as CSAT, QA, productivity, and response times.
    • Basic data analysis and reporting using spreadsheets and customer support tools.
    • Ability to adapt quickly to new tools, processes, and a continuously evolving work environment.
    • Strong remote work habits, self-management, and time management skills.
    • Experience collaborating with cross-functional teams to resolve customer concerns and improve processes.
    • Familiarity with AI-powered productivity tools, including ChatGPT and similar technologies.

    While these skills are preferred, we are willing to train candidates who demonstrate strong communication skills, a customer-first mindset, adaptability, and a willingness to learn and grow.

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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