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Customer Care Specialist

Taguig, Philippines

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Position Summary

The Customer Care Specialist is a frontline support professional responsible for delivering timely, effective, and customer-focused assistance to internal and external customers. The role involves managing support requests, understanding customer concerns, coordinating issue resolution, and ensuring a positive customer experience throughout the support process.

While technical knowledge is valuable, we are primarily looking for someone with customer support experience, strong communication skills, and a willingness to learn the Strato product suite and internal support processes.

The successful candidate should be comfortable interacting with customers from different backgrounds, managing multiple support requests, and working collaboratively with technical and cross-functional teams.

Our Customer Care team is committed to creating customer value by providing relevant, responsive, and reliable support while building strong and trusted customer relationships.

Working Hours and Shift Options

We are hiring Customer Care Specialists to support our 24/5 coverage model (Monday–Friday).

The available shift assignments are:

      • Morning Shift: APAC coverage
      • EMEA Shift: Europe, Middle East, and Africa coverage
      • NA Shift: North America coverage
Candidates may be assigned to a dedicated shift or a rotating schedule, depending on business requirements and team arrangements.
Applicants must be willing to work their assigned shift and collaborate with customers and team members across different time zones.

Main Responsibilities

  1. 1. Customer Support and Engagement
  2. Manage customer support requests, incidents, inquiries, and complaints professionally and promptly.
  3. Communicate effectively with internal and external customers to understand their concerns and provide appropriate assistance.
  4. Maintain a positive, respectful, and customer-focused approach in all interactions.
  5. Provide clear and timely updates on ticket status, investigation findings, and next steps.
  6. Build trust and maintain strong relationships with customers and internal stakeholders.
  7. 2. Ticket and SLA Management
  8. Assess incoming support tickets and ensure they are reviewed and actioned appropriately.
  9. Monitor support tickets in accordance with established Service Level Agreements (SLAs).
  10. Track open tickets and tickets awaiting customer responses to support timely follow-ups and resolution.
  11. Maintain accurate ticket documentation and ensure relevant updates, actions, and decisions are recorded.
  12. Support effective backlog management and prioritize work based on urgency, impact, and business requirements.
  13. 3. Issue Investigation and Escalation
  14. Perform initial analysis and troubleshooting of customer-reported issues.
  15. Gather relevant information and supporting details to facilitate effective investigation and resolution.
  16. Follow established Support Working Instructions for problem resolution, notifications, escalation, and reporting.
  17. Monitor the status and health of support cases and escalate issues when appropriate.
  18. Collaborate with Development, Technical Support, Business Analysts, and other teams to resolve complex issues.
  19. 4. Product Knowledge and Continuous Learning
  20. Develop and maintain knowledge of the Strato product suite and related support processes.
  21. Participate in training, mentoring, and knowledge-sharing activities.
  22. Continuously improve product knowledge and troubleshooting skills to provide better customer support.
  23. Stay updated on relevant product changes, support guidelines, and internal procedures.
  24. 5. Process Compliance and Reporting
  25. Follow established support processes, work plans, schedules, and performance requirements.
  26. Assist with support metrics, operational reporting, and performance monitoring.
  27. Identify opportunities to improve support processes, efficiency, and scalability.
  28. Maintain professional conduct in customer correspondence, internal communication, and team collaboration.
  29. 6. Teamwork and Professional Development
  30. Work collaboratively with team members and cross-functional stakeholders.
  31. Demonstrate a proactive, supportive, and positive attitude toward customers, colleagues, and support activities.
  32. Manage multiple priorities effectively, using sound judgment and guidance from management.
  33. Participate in regular one-on-one meetings with the Head of Support to discuss KPIs, performance, and development.
  34. Demonstrate integrity, accountability, curiosity, adaptability, and a commitment to continuous improvement.

Required Skills and Experience

  1. Customer Support Experience
  2. Previous experience in customer service, customer support, technical support, application support, or a related role.
  3. Experience interacting with customers and managing customer concerns professionally.
  4. Ability to understand customer needs, manage expectations, and provide clear responses.
  5. Experience handling support requests, complaints, or issue resolution is an advantage.
  6. Communication and Interpersonal Skills
  7. Excellent verbal and written communication skills.
  8. Strong interpersonal skills and patience when working with customers from different backgrounds.
  9. Ability to prepare clear customer correspondence, procedural documentation, and detailed issue descriptions.
  10. Strong listening skills and the ability to explain information in a clear and understandable manner.
  11. Professional, respectful, and customer-focused communication style.
  12. Analytical and Problem-Solving Skills
  13. Strong analytical and troubleshooting abilities.
  14. Ability to assess problems, gather relevant information, and identify appropriate next steps.
  15. Willingness to learn technical concepts and new software products.
  16. Ability to work independently while knowing when to seek guidance or escalate an issue.
  17. Creative and practical approach to problem-solving.
  18. Work Management and Collaboration
  19. Strong time-management and organizational skills.
  20. Ability to manage multiple priorities and meet agreed deadlines.
  21. Willingness to be mentored, learn new skills, and contribute to team knowledge sharing.
  22. Ability to work effectively in a global support environment and across different time zones.
  23. Willingness to work on an assigned or rotating shift under the 24/5 support model.

Key Competencies

  • The successful candidate should demonstrate:
  •               - Customer-focused mindset
  •               - Excellent communication and interpersonal skills
  •               - Strong problem-solving and analytical abilities
  •               - Willingness to learn and develop technical expertise
  •               - Accountability and ownership of assigned work
  •               - Ability to collaborate and work independently
  •               - Effective time management and organization
  •               - Adaptability and openness to feedback
  •               - Professionalism and integrity
  •               - Commitment to continuous improvement

Preferred Qualifications

  • Nice to Have, But Not Required
  • The following experience and knowledge are advantageous but not mandatory:
  • - Experience with Odoo Helpdesk or similar ticketing                      and case management systems.
  • - Knowledge of HR functional processes, particularly:
  •                Personnel Administration
  •                Payroll
  •                Organizational Management
  • - Basic knowledge of SAP HR / SAP HCM.
  • - Familiarity with SAP SuccessFactors, including:
  •                Employee Central (EC)
  •                Employee Central Payroll (ECP)
  •              Recruiting
  • Experience in enterprise software, HR technology, or application support.
  • SAP HR and SAP SuccessFactors knowledge is a plus, but it is not a requirement for this position. We value candidates who demonstrate strong customer support capabilities, effective communication, problem-solving skills, and a genuine willingness to learn the Strato product and support processes.

What We Value


At Customer Care, we believe that every customer deserves timely, professional, and effective support. We expect our team members to consistently demonstrate a positive attitude, take ownership of customer concerns, collaborate with others, and actively develop their knowledge and skills.

If you have customer support experience, enjoy working with people, and are motivated to learn and grow with the Strato product suite, we encourage you to apply.

What We Offer

Each employee has an opportunity to work on high-impact projects with leading clients and cutting-edge HR solutions which has valuable impact to the company success.

We offer rewarding benefits package designed to recognize and celebrate your achievements, alongside a performance-driven culture that encourages growth, accountability, and excellence.  Here, your skills and dedication are valued, providing opportunities for career advancement, continuous learning, and meaningful impact on our clients and projects. We believe in empowering our people with the tools, support, and recognition they need to succeed while delivering outstanding results.