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Customer Experience Specialist
2 weeks ago
About the Company
This employer is a homegrown cybersecurity company delivering AI-driven, proactive threat protection and consulting. They specialize in intelligent security solutions built on their core values. Proud partners of global leaders within the cybersecurity space, they help organizations across Southeast Asia stay secure and resilient.
About the Job
In this position, you will looking be part of the regional 24/7 customer support centre based in Kuala Lumpur. This role is the first line of support for clients in the Philippines and will require you to speak in fluent Tagalog. You'll handle customer inquiries, log support tickets, and work closely with Level 2 engineers to ensure timely resolution. This is a shift-based role with training provided and opportunities for growth in the cybersecurity industry.
Job Responsibilities:
- Provide Level 1 (L1) support via calls and emails to clients
- Log, track, and escalate issues to Level 2 (L2) Engineers as needed
- Follow standard operating procedures and maintain detailed records
- Support audits and reporting requirements as part of a high-compliance environment
- Collaborate with your team lead and L2 engineers to ensure consistent 24/7 service
Job Requirements:
- Fluent in Tagalog (required – servicing Philippines market)
- Good communication skills in English
- 1–2 years in customer service or tech support (fresh grads with strong communication skills welcome)
- Able to work in a 24/7 shift environment (3 shifts rotating schedule)
- Calm, professional, and able to manage demanding client personalities
- Basic computer literacy and willingness to learn cybersecurity product knowledge
What's on offer:
- Competitive remuneration packages
- Regional exposure – work with a cross-border cybersecurity team
- Career growth – opportunity to progress into tech or team lead roles
- Structured onboarding + training
