Customer Happiness Specialist – Digital Banking Support (WFO, Manila)

If you are looking for call center hiring or customer service jobs in Manila within the digital banking and financial services sector, this role is designed for professionals who thrive in fast-paced, metric-driven environments and enjoy building meaningful customer relationships. Fusion CX is hiring Customer Happiness Specialists to support customers across multiple service channels in a structured, work-from-office setup. This role is ideal for candidates who value stability, professional growth, and the opportunity to work closely with customers during critical stages of their digital banking journey.

Job Description:

About the Role

As a Customer Happiness Specialist, you will serve as the first point of interaction for customers after onboarding. You will focus on delivering timely, professional, and customer-centric support while ensuring strong engagement, issue resolution, and satisfaction across multiple channels. The role requires strong listening skills, system navigation capability, and the ability to balance customer needs with organizational policies.

Key Responsibilities

• Respond promptly to customer enquiries and elevate overall customer interactions
• Provide professional customer support to ensure high levels of customer satisfaction
• Demonstrate mastery of products and services and communicate effectively across multiple channels
• Create a welcoming environment for new and existing customers
• Engage customers to understand underlying needs and build long-term loyalty
• Handle customer interactions in a fast-paced, metric-driven environment aligned to KPIs such as customer sentiment, efficiency measures, and complaint management
• Support customers across multiple service channels, including digital and assisted touchpoints
• Actively listen, ask effective probing questions, and present relevant information or solutions based on customer needs
• Deliver personalized and consultative customer experiences consistently
• Provide customer-centric solutions while balancing company policies and customer welfare
• Resolve issues efficiently and complete all required tasks, including transaction documentation
• Set up and follow up on customer commitments within defined timelines
• Apply judgment to provide appropriate solutions in alignment with internal policies
• Collaborate effectively within teams and across different units
• Adapt to changing situations, evolving processes, and organizational priorities
• Communicate clearly and professionally with customers and internal stakeholders
• Demonstrate a growth mindset and contribute to team knowledge sharing
• Work efficiently in an agile, deadline-driven environment

Responsibilities may evolve based on business and operational requirements.

Job Requirements:

Education

• Completed High School or equivalent qualification

Experience & Skills

• Experience in multi-channel customer service environments
• Background supporting banking, financial services, or regulated customer accounts
• Strong multitasking and system navigation skills
• Ability to operate in performance-driven environments measured by service and efficiency KPIs
• Strong problem-solving and customer engagement capability
• Excellent verbal and written communication skills
• Ability to collaborate across teams and adapt to continuous change
• Comfort working in a structured, work-from-office environment

Work Mode

• Work From Office (WFO)
• Location: Manila, Philippines

Why Join Fusion CX?

At Fusion CX, customer support teams play a vital role in shaping trust and long-term relationships in regulated digital service environments. As a Customer Happiness Specialist, you will work in a structured, professional setting where customer empathy, accountability, and execution matter. You will gain exposure to multi-channel support, performance-driven operations, and collaborative team environments while building a stable career in the customer experience domain. If you are exploring call center jobs or hiring in customer service jobs in Manila, apply now!