Customer Support Officer

Vault Outsourcing OPC; Philippines; On-site; PHP 268,000 - 357,000; Full time

Job summary

Vault Outsourcing OPC is seeking a customer service professional to provide best-in-class support across phone, email, and chat. You will update customer records, handle escalations, and contribute to process improvements. The role requires strong communication, adaptability, and integrity, with at least two years of experience and a university degree preferred.

Based in the Philippines. Strong problem-solving and collaboration skills are essential to enhance customer satisfaction and support

Qualifications

• A team player with excellent written and verbal communication and interpersonal skills.
• Be agile and have a strong willingness to accept and embrace change.
• A passion for customer service alongside strong judgement, logical thinking to obtain the best outcome for the customer and the business.
• Proven ability to work under pressure and manage customer and business expectations.
• Have an innovative approach with a focus on continuous process improvement.
• Able to work autonomously.
• Open, honest, respectful, and trustworthy.
• Organized and proactive.
• Demonstrate high integrity.
• University degree preferred.
• At least 2 years experience.
• Sound computer skills, past experience with CRM a plus.

Responsibilities

• Provide customers with a best-in-class experience.
• Handle customer interactions via phone, email, and chat.
• Update customer records after each interaction.
• Assist on escalated calls and Level 1/complex issues.
• Advise Ops Manager on customer service trends and proactive strategies.
• Identify process gaps and develop solutions with the team.
• Drive efficiency and accuracy of processes.
• Perform other contact centre duties as directed.
• Meet team and individual performance targets.

Skills

Team player

Excellent communication

Adaptable

Customer service

Work under pressure

Autonomous

Integrity

Education

University degree preferred

Tools

CRM

Job description

• Wear many hats to accomplish a singular goal, providing our customer with a best-in-class experience.
• Handle each customer interaction via multiple channels phone, email and/or chat in accordance with company policies, guidelines and procedures.
• Put in the extra effort to engage customers, listen to customer complaints or concerns and work to resolve their issues.
• Responsible for accurately updating customer records after each interaction.
• Assist on handling escalated calls from across all areas; handling Level 1 complaints and complex problems posed by our customers.
• Assist Operations team and greater business through regular knowledge sharing.
• Advise Ops Manager and key stakeholders of customer service trends and assist with proactive strategies to ensure customer satisfaction.
• Proactively identify process, system gaps and work with your team and key stakeholders to develop possible solutions and improvements.
• Drive the increase in the efficiency and accuracy of our processes.
• Perform any other contact centre duties as directed.
• Consistently meet your team and individual measures of success.

Qualifications:

• A team player with excellent written and verbal communication and interpersonal skills.
• Be agile and have a strong willingness to accept and embrace change.
• A passion for customer service alongside strong judgement, logical thinking to obtain the best outcome for the customer and the business.
• Proven ability to work under pressure and manage customer and business expectations.
• Have an innovative approach with a focus on continuous process improvement.
• Able to work autonomously.
• Open, honest, respectful, and trustworthy.
• Organized and proactive.
• Demonstrate high integrity.
• University degree preferred.
• At least 2 years experienced.
• Understanding of relevant regulatory legislation under the Australian Securities and Investments Commission Act (2001) (ASIC Act), Competition and Consumer Act, The AntiMoney Laundering, and Counter-Terrorism Financing Act, Privacy Act; and National Consumer Credit Protection Act.
• Sound Computer skills, past experienced with CRM a plus.