Customer Service Associate – Back End Process Support – Manila, Philippines

Are you exploring customer service jobs in Manila or work-from-office back-end support call center roles that require analytical thinking and process discipline? Fusion CX is hiring Customer Service Associates for a Back End Process Support role within voice operations. This position focuses on billing analysis, transaction management, discrepancy resolution, and cross-functional coordination to ensure accuracy, efficiency, and compliance across operational processes.

Job Description:

About the Role

As a Customer Service Associate – Back End Process Support, you will uphold organizational and account performance standards while handling customer-related activities across assigned operational processes. You will be responsible for meeting key performance metrics through detailed analysis, investigation, and collaboration with internal and external teams.

Key Responsibilities

• Apply sound judgment and analytical skills to investigate discrepancies in work processes
• Take appropriate actions to address and resolve issues in collaboration with subject matter experts and functional teams
• Act as a dedicated customer contact to research, analyze, and resolve billing discrepancies
• Perform day-to-day production analysis related to billing, product, and transaction management
• Coordinate with cross-functional teams to analyze and adjust processes to ensure accuracy and efficiency
• Work with utilities and market participants to investigate and resolve escalated customer concerns such as missing consumption and usage variance
• Establish controls to bridge identified gaps across business units
• Assist in gathering requirements and supporting QA testing for new development initiatives
• Support projects designed to improve billing accuracy, customer experience, and reporting
• Conduct ad-hoc analysis to support data-driven decision-making
• Assist with project planning, testing, and implementation of automated processes
• Perform additional ad-hoc analysis and tasks as required
• Deliver performance excellence by meeting defined key performance indicators (KPIs)

Responsibilities may evolve based on business and operational needs.

Job Requirements:

Education

• Higher School (XII)

Required Competencies & Skills

• Strong business acumen with an understanding of operational roles and industry standards
• Results-driven approach with high energy and accountability
• Ability to operate with accuracy and attention to detail
• Excellent written and verbal communication skills
• Strong administrative and computer skills
• Proficiency in operational streamlining, risk mitigation, and automation
• Ability to collaborate effectively across teams
• Capability to manage multiple priorities while maintaining quality and compliance

Work Mode

• Work From Office (WFO)
• Manila, Philippines

Why Join Fusion CX?

Fusion CX provides a structured operations environment where customer service professionals can build strong analytical and operational capabilities. This customer service role offers exposure to back-end process governance, billing analysis, and cross-functional collaboration within clearly defined performance and quality frameworks. Fusion CX supports long-term career growth through stability, accountability, and professional development within a global CX organization. If you are looking for call center jobs or customer service hiring in Manila and want to grow with a global CX company, apply now!