📍 Job Overview

• Job Title: US Customer Support Advocate (Onsite)
• Company: PeoplePartners Inc
• Location: Eastwood, Quezon City, Philippines
• Job Type: On-site
• Category: Customer Support
• Date Posted: 2025-06-25
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

• Serve as the voice of a US-based retail client, handling customer inquiries across multiple channels.
• Manage customer service operations, including returns and order processing.
• Collaborate with a high-energy team focused on continuous improvement.
• Utilize tools like NetSuite ERP and CX One to track and manage customer interactions.

📝 Enhancement Note: This role requires strong communication skills, adaptability, and a customer-centric mindset. Familiarity with CRM systems and a fast-paced environment is beneficial.

💻 Primary Responsibilities

• Customer Interaction: Respond to customer inquiries via phone, email, web chat, and text, ensuring a positive customer experience.
• Order Management: Accurately enter and manage customer orders, and process returns efficiently.
• CRM Utilization: Use NetSuite ERP and CX One to track and manage customer interactions, orders, and returns.
• Team Collaboration: Work closely with the team to improve processes and achieve collective wins.
• Performance Metrics: Monitor and improve response and resolution times, customer satisfaction, and quality scores.

📝 Enhancement Note: This role involves a high volume of customer interactions, requiring strong multitasking and time management skills.

🎓 Skills & Qualifications

Education: Bachelor's degree or equivalent experience in customer service, business, or a related field.

Experience: 2-3 years of customer support experience, preferably in a high-volume, fast-paced environment. CRM experience is a plus.

Required Skills:

• Excellent verbal and written communication skills in English.
• Strong problem-solving skills and a quick learner.
• Dependable and reliable, with a commitment to great service.
• Adaptable and resilient, with a positive attitude towards feedback.
• Proficient in using computers and navigating CRM systems.

Preferred Skills:

• Experience with NetSuite ERP or similar CRM systems.
• Familiarity with US-based customer service standards.
• Bilingual or multilingual skills.

📝 Enhancement Note: While not required, experience with US-based customer service standards can be an asset in this role.

📊 Web Portfolio & Project Requirements

Customer Service Portfolio: Prepare examples of successful customer interactions, problem-solving strategies, and positive customer feedback.

CRM Project: Demonstrate experience with CRM systems by showcasing how you've used them to track customer interactions, orders, and returns.

Team Collaboration Project: Highlight your experience working in a team environment, focusing on collective wins and continuous improvement.

💵 Compensation & Benefits

Salary Range: PHP 25,000 - 30,000 per month (based on experience and performance)

Benefits:

• Company-provided equipment
• PHP 2,000.00 - Monthly Transportation Allowance
• Secondary Wi-Fi Modem
• 21 Leave Credits Annually
• 100% conversion of UNUSED leave credits
• HMO on Day 1
• 13th Month Pay
• Grab Voucher every month
• Birthday Gift
• Loyalty Gift
• Christmas Gift
• Work-Life Balance
• Active employee engagements physically such as Christmas Party & Team Building, and virtual events such as town-hall with prizes.

Working Hours: Night-shift (CST), 40 hours per week

📝 Enhancement Note: The salary range provided is based on industry standards for customer support roles in the Philippines. Actual compensation may vary based on experience and performance.

🎯 Team & Company Context

Company Culture: PeoplePartners Inc is a BPO company that values customer-centricity, continuous improvement, and a positive work environment. They support their clients' brands by providing excellent customer service.

Team Structure: The team consists of Customer Support Advocates who work in shifts to provide 24/7 customer support. Team members collaborate closely to improve processes and achieve collective wins.

Development Methodology: The team follows a continuous improvement approach, focusing on regular feedback, performance metrics, and process optimization.

Company Website: PeoplePartners Inc

📝 Enhancement Note: PeoplePartners Inc's customer-centric culture and focus on continuous improvement make it an ideal environment for customer support professionals looking to grow and make a significant impact.

📈 Career & Growth Analysis

Customer Support Advocate Career Level: This role is an intermediate-level position in the customer support career path. It offers opportunities to develop strong communication, problem-solving, and teamwork skills.

Reporting Structure: Customer Support Advocates report directly to the Team Lead, who is responsible for day-to-day operations, performance management, and team development.

Technical Impact: In this role, you will directly impact the customer experience and contribute to the overall success of the client's brand. Your performance will influence customer satisfaction, loyalty, and repeat business.

Growth Opportunities:

• Team Lead: After gaining experience and demonstrating strong leadership skills, you may have the opportunity to progress to a Team Lead role, where you will manage a team of Customer Support Advocates.
• Quality Assurance: With a focus on process improvement and attention to detail, you may transition into a Quality Assurance role, ensuring the team maintains high standards and meets performance targets.
• Training & Development: If you have a passion for coaching and mentoring others, you may pursue a role in training and development, helping new team members integrate and grow.

📝 Enhancement Note: Career progression in this role is based on individual performance, team dynamics, and the development of strong leadership and coaching skills.

🌐 Work Environment

Office Type: On-site, with a high-energy, collaborative workspace designed to support a fast-paced customer support environment.

Office Location(s): Eastwood, Quezon City, Philippines

Workspace Context:

• Collaborative Space: The office features an open floor plan that encourages teamwork and collaboration.
• Equipment Provided: The company provides necessary equipment, including computers, headsets, and software.
• Team Interaction: The work environment fosters regular team interactions, both formally (e.g., team meetings) and informally (e.g., break rooms).

Work Schedule: Night-shift (CST), with a flexible schedule that may vary based on business needs and team availability.

📝 Enhancement Note: The on-site work environment at PeoplePartners Inc is designed to support a high-volume, fast-paced customer support operation, with a focus on collaboration and teamwork.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screening: A brief phone call to assess communication skills and understand your customer support experience.
2. Behavioral Interview: A more in-depth discussion focusing on your problem-solving skills, adaptability, and teamwork experience.
3. Role-Play Scenario: A mock customer interaction to evaluate your ability to handle challenging situations and provide excellent customer service.
4. Final Interview: A meeting with the hiring manager to discuss your fit for the role and the team.

Portfolio Review Tips:

• Prepare examples of successful customer interactions, highlighting your problem-solving skills and commitment to customer satisfaction.
• Demonstrate your experience with CRM systems and explain how you've used them to track customer interactions and orders.
• Showcase your ability to work in a team environment, focusing on collective wins and continuous improvement.

Technical Challenge Preparation:

• Familiarize yourself with common customer support scenarios and practice handling them professionally and efficiently.
• Brush up on your CRM skills and be prepared to discuss your experience with CRM systems.
• Research the client's brand and products to demonstrate your understanding of the business and commitment to providing excellent customer service.

ATS Keywords: Customer Support, Problem Solving, Communication, Team Collaboration, CRM, Customer Service, Order Management, Returns Processing, Metrics Tracking, Adaptability, Customer Satisfaction, Quality Assurance, Feedback Acceptance, High-energy Environment

📝 Enhancement Note: The interview process for this role is designed to assess your communication skills, problem-solving abilities, and fit for the team. Preparation should focus on demonstrating your customer support experience and commitment to continuous improvement.

🛠 Technology Stack & Web Infrastructure

CRM & Support Tools:

• NetSuite ERP
• CX One

📝 Enhancement Note: Familiarity with NetSuite ERP or similar CRM systems is beneficial but not required. The company provides training to help you succeed in this role.

👥 Team Culture & Values

Customer Support Values:

• Customer-Centric: Putting the customer first in every interaction.
• Adaptability: Embracing change and finding solutions in challenging situations.
• Continuous Improvement: Regularly seeking feedback and opportunities to improve processes and performance.
• Teamwork: Collaborating with the team to achieve collective wins and maintain high standards.

Collaboration Style:

• Open Communication: Encouraging open and honest communication among team members.
• Regular Feedback: Providing and receiving regular feedback to support continuous improvement.
• Cross-Functional Collaboration: Working closely with other departments, such as quality assurance and training, to ensure high-quality customer service.

📝 Enhancement Note: PeoplePartners Inc's customer-centric culture and focus on continuous improvement create an environment that supports strong teamwork and collaboration.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High Volume of Inquiries: Managing a high volume of customer inquiries efficiently and effectively.
• Diverse Customer Base: Adapting to the unique needs and preferences of a diverse customer base.
• Changing Customer Expectations: Staying up-to-date with evolving customer expectations and industry trends.

Learning & Development Opportunities:

• Training Programs: Participating in training programs to enhance your customer support skills and knowledge.
• Mentorship: Seeking guidance from experienced team members to develop your skills and advance your career.
• Conferences & Events: Attending industry conferences and events to network with other professionals and learn about emerging trends in customer support.

📝 Enhancement Note: The challenges and growth opportunities in this role are centered around continuous improvement, adaptation, and customer-centricity. Embracing these aspects will contribute to your success in the role and your long-term career growth.

💡 Interview Preparation

Technical Questions:

• Customer Service Scenarios: Prepare for behavioral questions that focus on your experience handling challenging customer situations and providing excellent customer service.
• CRM Experience: Be ready to discuss your experience with CRM systems and how you've used them to track customer interactions and orders.
• Teamwork Examples: Provide examples of your experience working in a team environment, focusing on collective wins and continuous improvement.

Company & Culture Questions:

• Customer Service Standards: Research the client's brand and products to demonstrate your understanding of their customer service standards and commitment to providing excellent customer service.
• Team Dynamics: Prepare to discuss your experience working in a high-energy, collaborative team environment and how you contribute to a positive work culture.
• Continuous Improvement: Be ready to share your experiences with continuous improvement, focusing on regular feedback, process optimization, and performance enhancement.

Portfolio Presentation Strategy:

• Customer Interaction Examples: Prepare examples of successful customer interactions, highlighting your problem-solving skills and commitment to customer satisfaction.
• CRM Demonstration: Showcase your experience with CRM systems by demonstrating how you've used them to track customer interactions and orders.
• Team Collaboration: Highlight your experience working in a team environment, focusing on collective wins and continuous improvement.

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating your customer support experience, commitment to continuous improvement, and fit for the team. Researching the client's brand and products will also help you stand out as a strong candidate.

📌 Application Steps

To apply for this US Customer Support Advocate (Onsite) position:

1. Submit your application through the application link.
2. Prepare examples of successful customer interactions, highlighting your problem-solving skills and commitment to customer satisfaction.
3. Demonstrate your experience with CRM systems and explain how you've used them to track customer interactions and orders.
4. Showcase your ability to work in a team environment, focusing on collective wins and continuous improvement.
5. Research the client's brand and products to demonstrate your understanding of their customer service standards and commitment to providing excellent customer service.
6. Prepare for behavioral questions that focus on your experience handling challenging customer situations and providing excellent customer service.
7. Be ready to discuss your experience with CRM systems and how you've used them to track customer interactions and orders.
8. Provide examples of your experience working in a high-energy, collaborative team environment and how you contribute to a positive work culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.