About the Role
We are looking for a Central Technical Support Executive (CSE) to join our Operator Experience team in the Philippines.
As a CSE, you will be the first point of contact for our transport operator partners whenever they face a technical or operational issue or need assistance from Chalo.
Your role is to quickly understand the issue, identify the root cause, resolve it wherever possible, and coordinate with the right internal teams when escalation is required. Most importantly, you will own the issue until it is fully resolved and keep the operator informed throughout the process.
This is a fast-paced, customer-facing support role that requires excellent communication, problem-solving ability, attention to detail, empathy, and strong ownership.
What You Will Do
1. Resolve Customer Issues
- Respond to operator queries promptly and acknowledge requests quickly.
- Understand the issue reported by the operator and identify the root cause.
- Resolve issues during the first interaction wherever possible.
- Escalate unresolved issues to the appropriate internal team.
- Follow up proactively with internal teams until the issue is resolved.
- Keep the operator informed throughout the resolution process.
- Maintain a high standard of customer experience even during difficult situations.
2. Coordinate On-Site Technical Support
- Identify when an issue requires an on-site visit.
- Schedule and coordinate service visits by Technical Support Executives.
- Coordinate between the operator and the field technical team to ensure visits happen as planned.
- Follow up after the visit to confirm that the issue has been resolved.
- Collect customer feedback after service visits.
3. Monitor Operator Experience
- Monitor daily usage and operational metrics for assigned operators.
- Identify potential issues proactively rather than waiting for customers to report them.
- Take corrective action on the same day whenever required.
- Prepare and share operational reports based on company and client requirements.
- Conduct regular client check-ins and gather feedback.
- Work continuously towards maintaining a high level of operator engagement and satisfaction.
4. Support Collections
- Follow up with clients regarding outstanding payments.
- Assist clients with invoices, Statements of Account (SOA), and other payment-related queries.
- Coordinate payment collection visits when required.
- Work with internal teams to ensure collection-related issues are resolved promptly.
What We’re Looking For
Communication
- Excellent verbal communication skills in Tagalog and English.
- Ability to communicate clearly and professionally with both frontline operations staff and senior client stakeholders.
- Excellent written communication skills for handling customer interactions over chat and email.
- Ability to explain technical or operational issues in a simple and easy-to-understand manner.
Problem Solving
- Strong ability to quickly understand customer problems.
- Ability to identify root causes rather than simply addressing symptoms.
- Practical, solution-oriented approach to resolving issues.
- Comfortable making decisions and taking action under pressure.
Customer Orientation
- Empathetic and genuinely interested in helping customers.
- Patient when dealing with frustrated or demanding customers.
- Takes ownership of customer problems until they are completely resolved.
- Understands that good support means more than simply responding to a customer — it means closing the loop.
Ownership & Follow-through
- Highly diligent with follow-ups.
- Does not lose track of unresolved issues after escalation.
- Proactively communicates updates to customers and internal teams.
- Takes responsibility for outcomes rather than just completing assigned tasks.
Attention to Detail
- Highly detail-oriented and accurate.
- Able to identify errors quickly.
- Takes pride in producing accurate reports, communication and documentation.
- Understands that small mistakes can have a significant impact on the customer experience.