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CUSTOMER SUPPORT ADVOCATE - CUSTOMER SERVICE

XTN-9BE3443

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

This role is responsible for delivering high-quality customer support across email, chat, and phone channels, ensuring timely and accurate resolution of inquiries related to orders, accounts, billing, and deliveries. The position plays a key role in driving customer satisfaction, retention, and overall experience by owning interactions end-to-end and making sound, independent decisions.

You will be part of a fast-paced, customer-focused team supporting a U.S.-based ecommerce business, working collaboratively to meet performance targets while maintaining strong attention to detail and service quality. The team values accountability, adaptability, and continuous improvement, with a strong emphasis on ownership and results.

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

Join a high-ownership, fast-paced environment where your work directly impacts customer experience and business outcomes. This role offers the opportunity to develop strong communication, problem-solving, and decision-making skills while supporting a growing ecommerce business. You’ll be part of a collaborative and results-driven team that values accountability, continuous improvement, and trust. With exposure to real-time customer interactions and multiple support channels, you’ll gain valuable experience and career growth in a dynamic and evolving industry.

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

  • Handling customer inquiries across email, chat, and phone, ensuring timely and accurate resolution
  • Managing concerns related to orders, accounts, billing, and deliveries
  • Making independent decisions based on policies and customer context, with proper escalation when needed
  • Supporting refunds, replacements, and claims with accuracy and attention to detail
  • Meeting or exceeding performance metrics such as quality, response time, and customer satisfaction
  • Navigating multiple systems and tools efficiently while maintaining productivity
  • Collaborating with the team to improve processes and overall customer experience

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

  • Strong written and verbal English communication skills, with clarity and professionalism across email, chat, and phone
  • Customer-focused mindset with the ability to empathize and resolve concerns effectively
  • Ability to multitask and perform well in a fast-paced, high-volume environment
  • Strong problem-solving and decision-making skills with minimal supervision
  • Comfortable handling real-time support channels such as chat and phone
  • Tech-savvy, with the ability to quickly learn and navigate multiple systems and tools
  • Data-driven mindset, using metrics and feedback to improve performance
  • Strong time management and organizational skills

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 tools
  • Exposure to customer support platforms (e.g., ticketing systems, CRM tools)
  • Experience using Apple products or similar systems
  • Basic understanding of order management, billing, or logistics processes
  • Adaptability to new tools, processes, and a continuously evolving work environment

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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