Customer Support Officer - Australian Dayshift Account

Vault Outsourcing OPC; Makati; On-site; PHP 279,000 - 391,000; Full time

Job summary

Vault Outsourcing OPC is seeking a customer service professional to deliver best-in-class support across phone, email and chat in Makati. The role focuses on resolving issues, updating records and supporting process improvements while meeting performance targets.

The ideal candidate has 1+ year in a contact centre, strong communication, problem-solving skills, and comfort working under pressure. Onsite availability and adaptability are essential.

Qualifications

• At least 1 year of relevant customer service or contact centre experience.
• Excellent written and verbal communication and interpersonal skills.
• Strong customer service mindset, with good judgement and problem-solving skills.
• Able to work under pressure and manage customer and business expectations.
• Adaptable, proactive and able to work independently and as part of a team.
• Strong computer skills; experience with CRM systems is an advantage.
• A positive attitude and willingness to learn and embrace change.
• High level of professionalism, integrity and accountability.
• Understanding of relevant regulatory requirements, including the ASIC Act, Competition and Consumer Act, Anti-Money Laundering and Counter-Terrorism Financing Act, Privacy Act, and National Consumer Credit Protection Act is an advantage.
• Willing to work onsite in Makati.
• Willing to work on weekends as required.

Responsibilities

• Provide a best-in-class customer experience across phone, email and chat, in line with company policies and procedures.
• Listen to customer concerns, resolve issues effectively and handle Level 1 complaints and escalated or complex cases.
• Accurately update customer records after every interaction.
• Work closely with the Operations team and key stakeholders to identify process and system improvements.
• Share customer service trends and insights to support strategies that improve customer satisfaction.
• Contribute to improving the efficiency and accuracy of processes.
• Consistently meet individual and team performance targets.
• Perform other contact centre duties as required.

Skills

Customer service

Communication

Problem solving

CRM systems

Interpersonal skills

Teamwork

Work under pressure

Attention to detail

Accountability

Tools

CRM systems

Job description

Key Responsibilities

• Provide a best-in-class customer experience across phone, email and chat, in line with company policies and procedures.

• Listen to customer concerns, resolve issues effectively and handle Level 1 complaints and escalated or complex cases.

• Accurately update customer records after every interaction.

• Work closely with the Operations team and key stakeholders to identify process and system improvements.

• Share customer service trends and insights to support strategies that improve customer satisfaction.

• Contribute to improving the efficiency and accuracy of processes.

• Consistently meet individual and team performance targets.

• Perform other contact centre duties as required.

Requirements

• At least 1 year of relevant customer service or contact centre experience.

• Excellent written and verbal communication and interpersonal skills.

• Strong customer service mindset, with good judgement and problem-solving skills.

• Able to work under pressure and manage customer and business expectations.

• Adaptable, proactive and able to work independently and as part of a team.

• Strong computer skills; experience with CRM systems is an advantage.

• A positive attitude and willingness to learn and embrace change.

• High level of professionalism, integrity and accountability.

• Understanding of relevant regulatory requirements, including the ASIC Act, Competition and Consumer Act, Anti-Money Laundering and Counter-Terrorism Financing Act, Privacy Act, and National Consumer Credit Protection Act is an advantage.

• Willing to work onsite in Makati.

• Willing to work on weekends as required.