Customer Advocate

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Manila Recruitment

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2010

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Manila Recruitment is a leading recruitment agency based in the Philippines, specializing in innovative talent sourcing and headhunting services. The agency provides a wide range of recruitment solutions including executive search, IT recruitment, offshore staffing solutions, remote staffing, and more. With a focus on understanding clients' strategic business objectives, Manila Recruitment offers tailored recruitment strategies for multinationals, corporations, and start-ups entering the Filipino market. The firm prides itself on a process-driven approach, offering comprehensive candidate guarantees and a database of over 250,000 candidates. Certified headhunters at Manila Recruitment are dedicated to passive candidate sourcing, ensuring quality hires that align with company culture and requirements.

📋 Description

• Respond to tickets both quickly and in a professional polite manner • Resolve any customer issues efficiently and escalate to a Team Leader if required • Ensure you treat all customers with the same principle we use at Carsales, EnRICH • Be aware and prepared for fraudulent emails and advise Trust and Safety staff immediately • Be aware and prepared for emails where people have been scammed and follow relevant procedure • New tickets: work must start on tickets within 2 business hours • Open tickets: Provide customers with regular updates on outstanding tickets • Ensure that when you are logged in and available for chat when required • Respond to chats both quickly and in a professional polite manner • Resolve any customer issues efficiently and escalate to a Team Leader if required • Ensure you treat all customers with the same principle we use at Carsales, EnRICH\Speed to Answer: Chats are required to be answered within 30 seconds • Action all outstanding adverts requiring review and approval • This process requires care and attention and should not be rushed • This process must follow the outlined advert checking document • Be aware of and prepared for fraudulent adverts and advise the Trust and Safety staff immediately • Team expectations are to not have unapproved new adverts exceed 100 • Team expectations are to not have unapproved edited adverts exceed 100 • Team expectations are to not have unapproved hold adverts exceed 30 • Fraudulent adverts: Must not exceed 5 fraudulent advert approvals per month • Maintain individual responsibilities • Ensure any additional tasks or responsibilities you have been allocated are done as required • Consider succession planning/training for these responsibilities • These jobs may include, but are not limited to: • Assist the marketing team with ad hoc promotions (shows, events etc) • Monitor and assist with social media • Reception cover

🎯 Requirements

• Strong written and verbal communication skills. • Customer-focused mindset with a genuine desire to help and support customers. • Good attention to detail and accuracy when handling customer enquiries and reviewing information. • Ability to troubleshoot problems and identify appropriate solutions. • Comfortable using Microsoft Outlook and web-based applications. • Basic proficiency in Microsoft Excel, Microsoft Word, and data entry tasks. • Strong time management and organizational skills with the ability to manage multiple priorities. • Ability to work independently while collaborating effectively within a team environment. • Adaptable and flexible in a fast-paced and changing work environment. • Positive attitude with a strong sense of accountability and urgency. • Demonstrates integrity, honesty, and professionalism in all interactions. • Willingness to learn new systems, processes, and products. • Previous experience in Customer Service, Customer Support, Customer Success, Call Center, BPO, Retail, Hospitality, or Administrative Support roles. • Experience handling email, chat, or ticket-based customer support. • Familiarity with CRM, helpdesk, or ticketing platforms such as Zendesk, Salesforce, Freshdesk, Intercom, or similar systems. • Experience reviewing online listings, content moderation, or quality assurance tasks. • Exposure to fraud detection, trust and safety, or risk management processes. • Experience working in a remote or work-from-home environment. • Strong analytical skills and ability to identify patterns or unusual customer activities. • Experience working in fast-paced digital, e-commerce, or online marketplace environments. • Demonstrated initiative in improving processes or customer experience. • Fresh graduates with excellent communication skills, strong attention to detail, and a customer-centric attitude are also encouraged to apply.