Customer Steward Specialist (Night Shift, Onsite)

We are looking for a Customer Steward Specialist to provide warm, accurate, and service-oriented support to customers across multiple communication channels. The role focuses on delivering high-quality customer service, resolving concerns efficiently, and ensuring a consistent and positive customer experience.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and SMS.
• Resolve routine questions related to orders, subscriptions, products, accounts, and services.
• Handle customer concerns with empathy, professionalism, and clear communication.
• Assist customers with placing and modifying orders and managing subscriptions.
• Explain delivery schedules, processes, policies, and procedures clearly.
• Process refunds, credits, and reshipments within established guidelines.
• Coordinate with couriers or shipping providers regarding customer delivery concerns.
• Develop and maintain strong knowledge of products, promotions, policies, and procedures.
• Provide accurate product information and proactive guidance to customers.
• Maintain high customer satisfaction and identify opportunities to improve the customer experience.
• Document and share customer feedback to help improve products and processes.
• Escalate complex or unfamiliar concerns to the appropriate team.
• Participate in training, team meetings, and knowledge-sharing activities.
• Support teammates, including assisting with new team member training and schedule coverage when needed.

Qualifications

• Strong alignment with company core values.
• Reliable, dependable, and mindful in handling customer concerns.
• Strong critical thinking, problem-solving, and multitasking skills.
• Proficient in PC navigation and familiar with end-user operating systems.
• Familiarity with voice, email, SMS, and chat support channels.
• Previous customer-facing experience is required.
• Experience in specialty services or similar customer support environments is an advantage.
• Strong verbal and written communication skills.
• Ability to learn new systems, products, and processes quickly.

What We're Looking For

A customer-focused professional who is empathetic, reliable, detail-oriented, and committed to providing excellent service while building positive and lasting customer relationships.

Details

• Onsite at our office in Cebu Business Park, Cebu City.
• Night shift (US business hours), Monday to Friday.
• Salary: PHP 20,000 to 25,000 a month.

What you get

• Salary package with regular salary appraisals
• HMO and health insurance
• Night differential and holiday premium pay
• Service incentive leave upon regularization
• Monday to Friday schedule, weekends off
• Full-time direct hire with real room to grow
• Training and upskilling through SOS Academy
• Employee engagement activities and a healthy work environment
• Class A office in Cebu Business Park with backup power and redundant internet

Staff Outsourcing Solutions never asks applicants for payment, training fees or personal documents before a written job offer.