Customer Service Analyst

First Circle

. Serve as the point of contact for escalated customer support issues via email, chat, phone, or ticketing system .

Posted 9/29/2026full-timeTaguig • PhilippinesMid-LevelSenior💰 ₱35,000 - ₱40,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support management, including data analysis, process improvement, and team training. Proficient in utilizing customer support software and analytical tools to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Customer Support ExperienceData AnalysisZendeskExcelProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportData AnalysisProcess ImprovementDocumentation DevelopmentPerformance TrackingSQLSupport Analytics Tools

Soft Skills

Communication SkillsAttention to DetailMultitaskingTime ManagementCollaboration

Tools & Technologies

ZendeskFreshdeskSalesforce Service Cloud

Industry Keywords

Customer SatisfactionQuality StandardsOnboardingEscalated Customer SupportSupport Procedures

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

Serve as the point of contact for escalated customer support issues via email, chat, phone, or ticketing system
Track key performance indicators, including response times, resolution rates, and customer satisfaction scores
Analyze customer support data to identify trends, root causes, and opportunities for process improvement
Develop and maintain documentation for support procedures and training materials
Monitor and report on customer feedback to inform product and service improvements
Participate in system and process audits to ensure adherence to quality standards
Assist with onboarding and training new support team members
Collaborate with Product, Engineering, and Operations teams to resolve customer issues and drive improvements

Requirements

What you’ll need

3-5 years of experience in customer support or a related role
Excellent English written and verbal communication skills
Familiarity with customer support software such as Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms
Willingness to work flexible hours, including weekends and holidays, as part of a rotating support schedule
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
High attention to detail and a passion for improving customer experiences
Strong analytical and problem-solving skills
Proficiency in Excel, SQL, or support analytics tools is a plus

Benefits

Comp & perks

HMO coverage from month one
Free catered lunches
Monthly fitness allowance
Transportation allowance
Accommodation allowance
Hybrid work set-up: 2 days per week in the BGC office; remote the rest of the time