Number of Openings: 1

Immediate Hiring Opportunity:

The DCX Customer Support Specialist will work as a full-time employee for DCX based in the United States. You will get a chance to learn new skills as well as demonstrate skills you've learned in the past. You will be responsible for closely following the instructions and processes outlined by the company.   

The DCX Customer Support Specialist will manage customer requests, provide effective solutions, and ensure a seamless support experience through strong communication, organization, and problem-solving skills. You will also support operational initiatives by maintaining accurate information, improving processes, and collaborating with internal teams to enhance efficiency and customer satisfaction. This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys helping people, and takes pride in delivering a high-quality support experience. ability to work well with co-workers, and a desire to learn new work skills.   

REQUIRED CORE COMPETENCIES

• Customer-Focused Service: Demonstrates a strong ability to manage customer inquiries and requests with professionalism, empathy, and accuracy.

• Attention to Detail: Maintains accurate records, documentation, and trackers while ensuring information provided to customers is complete and correct.

• Excellent Communicator: Effectively communicates with customers and internal teams, applying strong written and verbal communication skills.

• Time Management: Successfully manages multiple priorities, requests, and deadlines in a fast-paced environment.

• Problem Solver: Applies critical thinking and sound judgment to identify solutions and resolve issues efficiently.

WHAT YOU WILL DO

Customer Support & Service Delivery

• Manage customer inquiries and requests through email, phone, and other support channels.

• Respond to requests in a timely and professional manner while meeting established service expectations.

• Own support requests from initial intake through resolution, ensuring proper follow-up and communication.

• Provide accurate, complete, and helpful information using available resources and tools.

• Maintain a customer-focused approach while ensuring a positive support experience.

Problem Solving & Issue Resolution

• Apply critical thinking and sound judgment to resolve customer and operational issues effectively.

• Prioritize requests based on urgency and business impact.

• Determine appropriate solutions or escalation paths for complex or non-standard issues.

Operational Support & Process Improvement

• Support day-to-day operations by managing a variety of customer support and administrative responsibilities.

• Maintain accurate records, documentation, trackers, and operational resources.

• Assist with creating and maintaining internal documentation and knowledge resources.

• Identify opportunities to improve workflows, enhance customer experience, and increase team efficiency.

• Support additional projects and initiatives as business needs evolve.

Cross-Functional Collaboration

• Collaborate with internal teams to coordinate solutions and ensure timely resolution of requests.

• Partner with relevant departments to escalate and resolve issues that fall outside standard support scope.

• Communicate customer feedback and trends to appropriate teams to support broader business goals.

Reporting & Continuous Improvement

• Monitor support activities, trends, and key performance metrics.

• Maintain accurate records and reporting to track performance and service quality.

• Contribute insights and recommendations to drive ongoing process and performance improvements.

• Ad hoc duties as assigned.

WHAT WE LOOK FOR 

• Education: Bachelor's degree in Business Administration, Communication, or related field.  

• Experience:  5+ years of experience in customer support, customer service, operations, or a related role.

• Language Proficiency: Strong verbal, written, and English communication skills.  

• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.

• Technical Skills:

• Proficient with Microsoft Office or Google Workspace, including spreadsheet tools.

• Comfortable learning and working with different systems, tools, and platforms.

• Experience with CRM, ticketing systems, project management tools, or customer support platforms is a plus.

• HubSpot and Asana experience is a plus.

• Demonstrates strong organization, time management, and attention to detail.

• Strong sense of ownership with a proactive and positive attitude.

• A collaborative team player who is adaptable, dependable, and committed to delivering excellent customer experiences.

WHAT WE OFFER

• Industry: Outsourcing

• Work Shift: 8:00 AM - 5:00 PM (CST)

• Workdays: Monday through Friday  

• Salary: PHP 30,000.00 - 35,000.00

BENEFITS OF WORKING WITH US

• Industry-leading salary packages

• Permanent work-from-home setup

• Company equipment provided

• Internet stipends upon regularization

• HMO Coverage

• PTO credits and service incentive leaves

• Major spring and winter company live events

• Monthly employee appreciation virtual events

• Company-provided career skills training courses

• A company culture focused on your personal and professional growth

About DCX 

DCX is a leading BPO that supports growth-minded small and medium-sized businesses in the United States. If you're interested in working with some of the fastest-growing companies in the USA, we're excited to have you apply!  

To our customers, we promise that we will help them focus on their most important goals by providing superior back-office services. We bring a mindset of quick response, attention to detail, and innovative ideas to all that we do for our customers.  

To our team members, we promise to be a company that is, first and foremost, dedicated to our employees. We aim to be a compassionate organization that looks after everyone's well-being through generous salaries, empathetic management, and growth-oriented training. We are always looking to offer perks in addition to pay, including work-from-home opportunities, travel allowances, meals, and more.  

We look forward to receiving your application and getting to know you better!