Joash P.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Joash D. is a seasoned customer service and support professional with extensive experience in diverse roles across the BPO industry. From 2013 to 2019, Joash excelled as a Customer Service Representative – Tier 3 at PanAsiatic Solutions, where he provided high-level technical support and effectively managed escalated cases. Following this, he transitioned to iQor Philippines as a Quality Analyst from 2019 to 2021, where he enhanced service standards through monitoring and coaching. In 2022, Joash honed his skills at Teleperformance as an Email Representative, addressing complex banking-related queries with a strong focus on data privacy and security. As of 2023, he served as a Back Office Analyst for Ubiquity, focusing on KYC processes and document verification. In his latest role at Neurix as a Shopify Customer Support specialist, Joash managed customer inquiries related to product orders, processing adjustments with skillful communication and resolution techniques. Joash’s career is marked by his strong commitment to maintaining customer satisfaction and operational efficiency across various platforms.
Experience
Shopify Customer Support
Neurix · 2025 — 2026Supported customers via email and chat, responding to inquiries related to products, orders, and shipping. Facilitated refunds, replacements, and order adjustments through the Shopify platform. Managed customer disputes and escalations, providing timely resolutions while tracking and updating order information. Ensured professional communication to enhance customer satisfaction and retention.Back Office Analyst
Ubiquity · 2023 — 2025Handled customer inquiries and account-related issues through email support. Verified the authenticity of customer documents as part of the KYC (Know Your Customer) process and reviewed submitted identification to ensure compliance with regulations. Escalated dubious applications for further investigation and maintained accurate records while ensuring the confidentiality of customer data.Email Representative
Teleperformance · 2022 — 2022Addressed customer inquiries and account issues through email communication. Provided support related to banking applications, including login and transaction concerns. Resolved customer issues while ensuring adherence to data privacy regulations and escalated intricate cases to relevant departments for further resolution. Kept precise records of customer interactions and solutions.Quality Analyst
iQor Philippines · 2019 — 2021Oversaw customer service calls to verify adherence to company standards and quality protocols. Offered assessments, constructive feedback, and coaching to enhance agent performance. Conducted outbound communications to dissatisfied customers to resolve issues and boost satisfaction levels. Reviewed and validated refunds for accuracy per company procedures while compiling quality reports for management.Customer Service Representative – Tier 3
PanAsiatic Solutions · 2013 — 2019Delivered Tier 3 customer service and technical support via inbound calls. Assisted customers in troubleshooting technical issues and account-related inquiries. Managed escalated cases to ensure swift resolution of complex concerns and collaborated with internal teams for effective service resolution. Maintained detailed documentation of customer interactions and support cases.
Skills & Expertise
Education
- High SchoolNegros Occidental High School · 2009 — 2013
- Elementary SchoolAndres Bonifacio Elementary School · 2003 — 2009
- VocationalNegros Occidental Language & Information Technology Center
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