Customer Service Associate – Cebu, Philippines

Are you exploring customer service jobs in Cebu or looking for a work-from-office (WFO) support role in a structured operations environment? Fusion CX is hiring Customer Service Associates to support multi-channel customer interactions through email, chat, and calls. This role is ideal for professionals who are detail-oriented, process-driven, and committed to delivering accurate, professional customer support while following defined guidelines and procedures.

Job Description:

About the Role

As a Customer Service Associate, you will be responsible for identifying, researching, documenting, and resolving customer queries received through emails, chats, and calls. The role focuses on consistent service delivery, accurate documentation, adherence to procedures, and proactive communication with management regarding trends and escalations.

This is a Work From Office (WFO) role based in Cebu, Philippines.

Key Responsibilities

• Identify, research, document, and resolve customer emails, chats, and calls accurately
• Recognize, track, and report trends in customer interactions to management
• Recommend process improvements based on customer interactions and service experience
• Escalate calls, chats, or emails as per defined escalation procedures
• Maintain a positive, professional attitude and image in all customer interactions
• Adhere strictly to company policies, procedures, and support team guidelines
• Follow outlined workflows and operational processes consistently
• Perform additional duties as assigned by management

Responsibilities may evolve based on business requirements.

Job Requirements:

Education

• Higher School

Skills & Competencies

• Strong attention to detail and documentation accuracy
• Ability to handle customer interactions across email, chat, and voice channels
• Professional communication skills and a customer-focused mindset
• Ability to identify trends and provide structured feedback
• Discipline in following processes, policies, and guidelines
• Ability to work independently while collaborating with team members

Work Mode

• Work From Office (WFO)
• Cebu, Philippines

Why Join Fusion CX?

Fusion CX offers a structured operations environment where customer service professionals can build stability, discipline, and long-term career growth. As a Customer Service Associate, you will gain hands-on exposure to multi-channel support operations while working within clearly defined processes and quality standards. This role provides a strong foundation for developing professional customer support skills in a global CX organization.