Customer Service Associate – Order Management & Support – Manila, Philippines
Are you looking for customer service associate jobs in Manila or call center voice and chat support roles in the Philippines? Fusion CX is hiring Customer Service Associates for an order management and service support process based in Manila. This role is ideal for candidates who can manage order-related customer interactions with accuracy, process discipline, and a strong customer-first mindset in a structured work-from-office (WFO) environment.
Job Description:
About the Role
As a Customer Service Associate – Customer Support, you will handle inbound voice and chat interactions related to service orders, installations, upgrades, and migrations. The role requires strong attention to detail, adherence to SOPs, and the ability to resolve order-related queries while maintaining service quality and compliance standards.
Key Responsibilities
- Handle inbound customer and partner calls related to service orders and requests
- Resume quotes or complete orders when sales agents face issues with the partner portal
- Reschedule installations, including requests for earlier installation dates
- Perform address validation to confirm service availability
- Create SIFT tickets when services are unavailable, facilities are missing, new buildings are unserviceable, or addresses are not recognized in the partner portal
- Modify existing orders, including changes to CTN, email ID, or service address
- Place new service orders over the phone following defined procedures
- Process service upgrades and downgrades accurately
- Support copper-to-fibre migration requests
- Manage move orders by transferring services from one location to another
- Check and communicate order status clearly to customers and partners
Chat Support Responsibilities
- Handle chat requests related to SIFT tickets
- Support rescheduling requests via chat
- Manage order modifications through chat channels
- Provide order status updates using approved systems and templates
- Accurately document every interaction in approved CRM and order management systems
- Follow SOPs, escalation guidelines, and data security standards at all times
Responsibilities may evolve based on business requirements.
Job Requirements:
Education
- At least High School diploma
Skills and Competencies
- Strong verbal and written communication skills
- Ability to handle voice and chat interactions with accuracy and professionalism
- Good problem-solving and order management skills
- Basic computer knowledge and familiarity with CRM or order management tools
- Attention to detail in documentation and ticket creation
- Ability to work in a fast-paced, office-based environment
- Customer-focused mindset with adherence to quality and compliance metrics
Work Mode
- Work From Office (WFO)
- Manila, Philippines
Why Join Fusion CX?
Work on a stable, structured telecom support process as a Customer Service Associate in Fusion CX in Manila, Philippines.
- Gain hands-on experience in order management, migrations, and service provisioning
- Learn defined SOPs, systems, and compliance-driven operations
- Collaborate with experienced operations and support teams
- Build long-term career growth in a performance-driven CX organization
If you are searching for customer service associate jobs in Manila, telecom customer support roles, or customer service voice and chat support jobs, apply now and grow your career with Fusion CX.