Client Support & Operations Coordinator

Position : Client Support & Operations Coordinator

Work Hours (Client) : Full-time, 5 days/week, 8-hour shifts (U.S. time zones EST)

Pay Range : 900- 1,100 USD/month 

(varies based on skill set and experience level)

Location of Search : Philippines

Work Location : REMOTE

Type of Contract : Independent Contractor

 

Company/Client Overview:

We are a fast-growing travel points brokerage, facilitating the buying, selling, and redemption of airline miles and loyalty points. Our goal is to scale operations internationally while maintaining exceptional customer service and operational excellence. The team is expanding rapidly, with plans to establish a dedicated office overseas for long-term growth.

Duties and Responsibilities:

Multichannel Customer Support

• Answer and resolve inquiries via email, phone, and WhatsApp/text; follow approved scripts and tone guidelines.
   
• Triage and route issues to the right internal owner; set expectations and follow up until resolved.
   
• Maintain professional, concise, and empathetic communications.
   

Documentation & Data Entry

• Log every contact and outcome in the CRM/helpdesk; attach notes, call outcomes, and related files.
   
• Enter client-provided data into systems with high accuracy (contacts, accounts, orders, quotes, etc.).
   
• Maintain an audit log of interactions and changes; keep records consistent across tools.
   
• Perform basic bookkeeping tasks (invoice creation, payment confirmations, receipt uploads, light reconciliations).
   

Clerical & Ticketing

• Process paperwork and digital forms; open/close and update internal tickets with clear next steps.
   
• Verify information against documentation (IDs, account details, authorizations) and flag discrepancies.
   
• Prepare routine summaries, checklists, and status updates for stakeholders.
   

Proactive Outreach

• Contact customers about account matters (verification, updates, reminders) via phone, email, or WhatsApp/text.
   
• Relay outcomes and required actions to clients or internal staff; schedule follow-ups and reminders.
   

Compliance, Quality, & Reporting

• Handle PII securely; follow consent/opt-out and record-retention guidelines.
   
• Meet or exceed service KPIs (response times, accuracy, CSAT).
   
• Provide daily/weekly reports on volumes, trends, and open items.
   

Minimum Requirements:

Language requirement: Excellent English Communication Skills

Education: Bachelor's Degree (ideally)

Experience: 2+ years of related experience 

Industry:

• Nice-to-Have: Experience in the credit card points/airline miles industry.