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

Are you searching for customer service associate jobs in Manila or office-based back-end support roles in the Philippines? Fusion CX is hiring Customer Service Associates for a voice and back-end operations program. This work-from-office role is ideal for professionals who can analyze customer records, resolve billing and transaction discrepancies, and support operational accuracy across structured service 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 channels. The role focuses on analytical problem-solving, billing and transaction review, cross-functional coordination, and consistent delivery against defined performance metrics.

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 Diploma (XII)

Required Competencies

• Strong business acumen with awareness of industry standards and operational procedures
• Results-driven mindset with the ability to work with urgency and accountability
• Excellent written and verbal communication skills
• Strong administrative and computer proficiency
• Ability to support operational streamlining, risk mitigation, and automation initiatives
• Strong collaboration skills when working with SMEs and cross-functional teams

Work Mode

• Work From Office (WFO)
• Manila, Philippines

Why Join Fusion CX?

At Fusion CX, you will work in a structured operations environment where accuracy, accountability, and analytical thinking matter. This role offers the opportunity to build strong back-end process expertise, contribute to operational excellence, and grow your career within a global CX organization that values discipline, performance, and continuous improvement. If you are exploring customer service associate jobs in Manila, back-end process support roles, or office-based customer operations opportunities, this position at Fusion CX offers stability, learning, and long-term career growth.