Customer Support Officer

The Customer Support and Data Officer serves as the primary bridge between website users, data contributors, and the internal product team. This role manages the full lifecycle of customer issues and data account requests—from intake and investigation to escalation, tracking, and resolution communication—ensuring service quality, stakeholder satisfaction, and seamless internal workflows.

Key Responsibilities

• Receive, log, and organize issues and requests from users and data account contributors
• Investigate and validate concerns prior to escalation
• Forward vetted cases to the Product Owner with complete context and documentation
• Monitor progress and follow up with internal teams to ensure timely resolution
• Communicate outcomes clearly, promptly, and professionally to stakeholders
• Maintain positive relationships with both external users and internal collaborators
• Identify recurring issues and recommend process or product improvements
• Conduct certification-related research using internal and external databases to support stakeholder, customer and contributor needs, product.
  
  

• Candidates must possess at least Bachelors/College Degree in Communications, Computer Science/Information Technology Technology or equivalent.
• Knowledgeable or experienced Customer Support at least 3 years’ experience
• Excellent with written and verbal communication.
• Attention to details to ensure nothing slips through the cracks
• Analytical to solving problems in order to come up with resolutions
• Caring about customers, whose happiness can make or break a company
• Following through so customers know their concerns are taken seriously
• Team player
• Adaptable to work on a multiple projects simultaneously in a fast-paced environment
• Exceptional communication and interpersonal skills
• Strong analytical and investigative mindset
• Excellent organizational skills and ability to manage multiple priorities
• Collaborative approach with a strong sense of ownership and accountability
• Willing to work in the office based environment (Ortigas Center, Pasig City)