Customer Support Officer - AU | Dayshift | Weekends off

Vault Outsourcing OPC; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Vault Outsourcing OPC is seeking a customer service specialist to handle multi-channel interactions and deliver a best-in-class experience for our customers. You will update records after each contact, support escalations, and share insights with the Operations team to drive proactive satisfaction.

We value a team player with strong communication, adaptability, and integrity who can work autonomously and improve processes while meeting performance targets.

Qualifications

• Strong written and verbal communication skills.
• Ability to handle multiple channels (phone, email, chat) effectively.
• Willingness to adapt to changing processes and procedures.
• Proven customer service experience and good judgement.
• Able to work autonomously and manage customer expectations.

Responsibilities

• Wear many hats to provide best-in-class customer experience.
• Handle customer interactions across channels per policy.
• Address complaints and resolve issues with follow-through.
• Update customer records accurately after interactions.
• Assist with escalated calls and Level 1 issues.
• Share knowledge with Operations team and stakeholders.
• Flag customer service trends and support proactive strategies.
• Identify process gaps and propose improvements.
• Improve efficiency and accuracy of processes.
• Perform other contact centre duties as directed.
• Meet team and individual success metrics.

Skills

Team player

Excellent communication

Adaptable

Customer service mindset

Under pressure

Process improvement

Autonomous

Organized

Integrity

CRM experience

Education

University degree preferred

Tools

CRM system

Job description

Key Responsibilities:

• 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.