The Customer Support Coordinator will be responsible for the day-to-day management of customer inquiries, with a focus on process optimization and scalable solutions. This role includes identifying and documenting key processes, ensuring seamless system operations, and delivering exceptional customer support. 

Duties and Responsibilities

• Develop and refine customer support processes within the Intercom platform. 
• Manage incoming customer inquiries and provide timely and effective solutions. 
• Identify opportunities for process improvement and implement changes to enhance efficiency. 
• Create detailed documentation of support processes and best practices. 
• Analyze customer data to identify trends and areas for improvement. 
• Collaborate with the team to ensure seamless customer support operations.  

Competencies and Values 

• Highly organized and detailed oriented with strong work ethic. 
• Proven experience in customer support, preferably in a fast-paced environment. 
• Strong understanding of logistics or related industry. 
• Proficiency in using Intercom or similar customer support platforms. 
• Excellent communication and interpersonal skills. 
• Strong analytical and problem-solving abilities. 
• Ability to work independently and as part of a team. 
• Proactive and results-oriented mindset. Willingness to work flexible hours. 
• Experience with eCommerce or delivery industry. 
• Knowledge of CRM software. 

Education and Work Background 

• College Graduate  
• Minimum of two years of work experience in the BPO or logistics industry, preferably with shipping assistance experience. 
• Willing to work in Makati, with flexibility for site assignments. 
• Willing to work on shifting schedules and during holidays.