Customer Service Specialist

Responsibilities

• Handle customer inquiries across email, chat, messaging, and voice with accuracy and empathy
• Use next-issue avoidance techniques to proactively educate customers and reduce repeat contacts
• Document all interactions clearly in Zendesk including tags and internal notes
• Maintain working knowledge of multiple products including rent reporting and loan products
• Introduce relevant features or services to customers when appropriate
• Participate in outbound calling or messaging for education and activation campaigns
• Meet or exceed targets for First Response Time, handle time, CSAT, and QA
• Surface recurring customer pain points, bugs, or content gaps to cross-functional partners

Requirements

• Experience in customer service or support (contact center, BPO, SaaS, or fintech preferred)
• Strong written and verbal communication skills in English
• Ability to work in a high-volume, fast-paced environment
• Ability to follow detailed processes and SOPs
• Reliability and professionalism

Preferred Qualifications

• Fluency in Spanish
• Familiarity with Zendesk, Quiq, or Google Workspace

Benefits

• Competitive Salary aligned with PH market
• Remote first work environment (Core availability 8AM–5PM EST)
• 12 vacation days, 12 sick leaves, and 1 birthday leave
• 5-day work anniversary leave
• Comprehensive HMO via Maxicare
• Government-mandated benefits (SSS, PAGIBIG, PhilHealth, 13th Month Pay)
• Laptop and essential work equipment provided
• Virtual and in-person team get-togethers

About the Company

Esusu is a financial technology and data platform revolutionizing financial health and inclusive decision-making. The company facilitates credit access for millions of individuals through enterprise services, embedded products, and consumer offerings.