Customer Happiness Specialist – Digital Banking Support (WFO, Manila)

If you are pursuing customer service jobs in Manila within the digital banking and financial services sector, this role is built for individuals who excel in customer engagement, issue resolution, and multi-channel support. Fusion CX is hiring Customer Happiness Specialists for a work-from-office role in Manila focused on delivering exceptional service and satisfaction across digital banking interactions.

This position is ideal for candidates seeking banking support jobs in Manila, customer experience roles within financial services, or multi-channel customer support careers in a structured, performance-driven environment.

Job Description:

About the Role
As a Customer Happiness Specialist – Digital Banking Support, you will be a key point of contact for customers after their initial service onboarding. You will elevate customer interactions by responding promptly to enquiries, ensuring satisfaction through professional support, and mastering the products and services you represent. You will confidently engage customers across channels while contributing to a welcoming and consultative support experience.

Key Responsibilities

• Respond promptly to customer enquiries to elevate the quality of every interaction
• Ensure high levels of customer satisfaction through professional, consistent customer support
• Demonstrate strong knowledge of products and services and communicate effectively across multiple support channels
• Serve as the first point of contact for customers following onboarding, creating a welcoming and supportive experience for both new and existing customers
• Work closely with customers to identify and fulfill underlying service needs, building long-term trust and loyalty through attentive listening and meaningful engagement
• Handle customer interactions confidently in a fast-paced, metric-driven environment while managing multiple tasks and navigating systems efficiently
• Meet performance standards measured through customer sentiment indicators, efficiency metrics, and complaint management outcomes
• Provide multi-channel customer support with prior exposure to banking or financial services environments
• Engage customers through active listening and effective probing to uncover true needs and present relevant information or appropriate service options
• Deliver personalized, consultative solutions that balance customer satisfaction with organizational policies
• Resolve customer issues efficiently while accurately documenting all interactions, commitments, and follow-up actions within required timelines
• Exercise sound judgment to provide thoughtful, out-of-the-box solutions when appropriate, in alignment with internal policies and guidelines.

Responsibilities may evolve based on operational needs and business direction.

Job Requirements:

Education

•  SHS or High School Diploma

Experience & Skills

• 1–2 years of customer service experience, preferably in a contact center or financial support environment; fresh graduates may also apply
• Listening and rapid comprehension skills
• Clear written and verbal communication in English and local languages
• Proficient computer skills and experience with CRM tools (preferred)
• Ability to handle multi-channel customer interactions professionally
• Team player with the ability to thrive in a dynamic, fast-growing environment

Interpersonal Skills

• Ability to collaborate within their teams, but also with other units.
• Ability to adjust to different situations and constant changes within the organization.
• Ability to communicate effectively.
• Ability to accept opportunities to drive performance improvement.
• Ability to display a growth mindset and willingness to share knowledge to build team dynamics.
• Ability to work efficiently in an agile and deadline-driven environment

Work Mode

• Work From Office (WFO)
• Location: Manila, Philippines

Why Join Fusion CX?

At Fusion CX, customer support teams play a vital role in shaping trust and long-term relationships in regulated digital service environments. As a Customer Happiness Specialist, you will work in a structured, professional setting where customer empathy, accountability, and execution matter. You will gain exposure to multi-channel support, performance-driven operations, and collaborative team environments while building a stable career in the customer experience domain. If you are exploring call center jobs or hiring in customer service jobs in Manila, apply now!