Customer Service Specialist
New
E
EsusuFintech
Location: PH - Remote, 8AM–5PM ESTFull-Time
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- Customer serviceTechnical supportGoogle WorkspaceZendesk
Requirements
- Experience in customer service or support (contact center, BPO, SaaS, fintech, or similar).
- Strong written and verbal communication skills in English.
- Comfortable working in a high-volume, fast-paced environment.
- Ability to follow detailed processes while staying attentive to context and nuance.
- Familiarity with tools like Zendesk, Quiq, and Google Workspace.
- Demonstrated reliability, professionalism, and commitment to customer outcomes.
Responsibilities
- Handle customer inquiries across all assigned channels (email, chat, messaging, voice).
- Use next-issue avoidance techniques including clarifying questions and proactive education.
- Document interactions clearly in Zendesk.
- Develop and maintain working knowledge of multiple Esusu products.
- Introduce relevant features, plans, or services (cross/up-sell) consistent with policy.
- Participate in outbound calling or messaging for education and activation.
- Meet or exceed targets for First Response Time, handle time, adherence, CSAT, and QA.
- Surface recurring customer pain points, bugs, or content gaps.
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