Customer Support Officer | 1x a week onsite | Dayshift

Outsourcey; Taguig; Hybride; PHP 290 000 - 402 000; Plein temps

Résumé du poste

Outsourcey in the Philippines is hiring a Contact Centre Agent to support schools using Compass across multiple jurisdictions. You will handle inquiries by phone, live chat and email, helping users understand the platform and get value quickly and clearly.

You’ll work in a fast-paced environment focused on customer experience, solving problems, recording interactions, and collaborating with teams to deliver the best outcomes.

Qualifications

• 2+ years' experience in contact centre or customer service environments.
• Excellent communication and relationship-building skills.
• Ability to investigate issues and find effective solutions.
• Experience handling inquiries across phone, live chat, and email.

Responsabilités

• Deliver customer support via phone, email and live chat, guiding schools to right solutions quickly.
• Resolve issues promptly and follow up when additional investigation is needed.
• Collaborate with team and other departments to achieve optimal outcomes for customers.
• Learn Compass platform updates to confidently assist schools.
• Record interactions accurately in internal systems and share feedback for improvements.
• Meet service standards, response times, quality scores and customer satisfaction targets.
• Identify risks or recurring issues and escalate to Team Leader when appropriate.

Connaissances

Contact centre experience

Multi-channel support

Communication skills

Team collaboration

Time management

Description du poste

Office Location: Two/Neo BGC

About the Role & Team

Reporting to one of our Contact Centre Team Leaders, the Contact Centre Agents provides comprehensive support to schools using Compass across multiple jurisdictions.

You’ll assist schools through phone, live chat and email, helping them resolve issues, understand the platform and get the most value from Compass .

This is a role for someone who enjoys helping people, solving problems and working in a fast-paced environment where customer experience is everything.

What you'll do:

• Deliver great customer support by responding to enquiries across phone, email and live chat, helping schools find the right solutions quickly and clearly.
• Resolve issues first time where possible, taking the time to understand each customer’s needs and following up promptly when further investigation is required.
• Work collaboratively with your team and other departments to deliver the best outcomes for customers.
• Stay curious and keep learning, building your knowledge of the Compass platform and updates so you can confidently support schools.
• Contribute to a positive team culture by celebrating wins, supporting colleagues and actively participating in training and development opportunities.
• Capture and share customer feedback so it can be used to improve products, services and support processes.
• Meet service standards and performance targets, including response times, quality scores and customer satisfaction metrics.
• Maintain accurate records in internal systems to ensure customer interactions and follow-ups are well documented.
• Identify risks or recurring issues early and elevate them appropriately to your Team Leader.

Requirements

About You

You’re someone who enjoys helping people, stays calm under pressure and takes pride in delivering high-quality customer service.

You also bring:

• 2+ years' experience in Contact Centre Experience, customer or member service (voice support), ideally within a contact centre or customer service environment
• Strong communication skills and a talent for building positive relationships with customers
• Confidence solving problems and investigating issues to find the right solution
• The ability to manage multiple enquiries and prioritise your workload in a fast-paced environment
• Experience supporting customers across phone, live chat, email and other omni channels
• A proactive approach to learning new systems and product features
• A team-focused mindset and a genuine commitment to great customer outcomes
• Flexibility to work a rotating roster between 7am and 8pm AEST (most shifts fall within business hours)
• Willingness to work in a hybrid arrangement, currently requiring one day per week in the office, subject to change based on business requirements.
• Reliable internet connectivity and a quiet, professional, distraction-free home workspace suitable for remote work.
• Preferably residing within a reasonable commuting distance of the office, with the ability to report onsite when necessary, particularly during power outages, flooding, or other disruptions affecting remote work.