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About the role
Key responsibilities & impact- Handle customer inquiries across all assigned channels (email, chat, messaging, voice) with accuracy, empathy, and efficiency.
- Use next‑issue avoidance techniques in every interaction:
- Ask clarifying questions to fully understand context.
- Anticipate common follow‑up issues and proactively educate customers (timelines, what happens next, dependencies).
- Direct customers to self‑service tools and help content to reduce repeat contacts.
- Document all interactions clearly in Zendesk (or other tools), including tags, dispositions, and internal notes.
- Develop and maintain working knowledge of multiple Esusu products and services (e.g., rent reporting, loan products, D2C/mobile app), and use that knowledge to support customers.
- When appropriate and consistent with policy, introduce relevant features, plans, or services (light cross / up‑sell) that genuinely help the customer achieve their goals.
- Participate in value‑add outbound calling or messaging (education campaigns, activation, adoption) when scheduled, following scripts and SOPs while tailoring to customer needs.
- Complete all onboarding, product, process, and refresher training on time.
- Participate actively in shadowing, simulations, and workshops, asking questions and sharing frontline insights.
- Provide feedback to the Senior Customer Service Specialists and Customer Service Leads on which training content and formats are most helpful or confusing, especially as products change.
- Meet or exceed targets for First Response Time, handle time, adherence, CSAT, and QA.
- Act on QA and coaching feedback to continuously improve.
- Surface recurring customer pain points, bugs, or content gaps using the agreed tags/workflows so they can be addressed by Seniors, Leads, and cross‑functional partners.
- Support cross‑training efforts, including rotating to new products or channels as business needs evolve.
Requirements
What you’ll need- Experience in customer service or support (contact center, BPO, SaaS, fintech, or similar) preferred.
- Strong written and verbal communication skills in English; Spanish is a plus.
- 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 is a plus (or willingness to learn quickly).
- Demonstrated reliability, professionalism, and commitment to customer outcomes.
Benefits
Comp & perks- 💵Competitive Salary – Aligned with your experience and the PH market, administered through our Employer of Record (EOR)
- ✅ Remote first work environment - Where we trust you to get your work done. Core availability expected during Eastern Time (8AM–5PM EST).
- 🌴Generous PTO – Enjoy a generous paid time off policy of 12 vacation days, 12 sick leaves, and 1 birthday leave, plus a 5-day work anniversary leave (available after your first year).
- 🩺Premium Health Coverage – Comprehensive HMO via iCare
- 🏦 Government-Mandated Benefits – Includes SSS, PAGIBIG, PhilHealth, 13th Month Pay, Night Differential, Overtime, and Holiday Pay
- 💻 Work Tools Provided – Laptop and essential work equipment included
- 🫱🏾🫲🏽In person and virtual team get togethers - To connect with your fellow Esusu colleagues.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicenext-issue avoidance techniquesdocumenting interactionscross-sellingup-sellingonboardingprocess trainingfeedback provisionquality assuranceproblem-solving
Soft Skills
empathycommunication skillsattention to detailreliabilityprofessionalismadaptabilitycollaborationactive listeningtime managementcustomer focus