Customer Support (Voice)

Outsourcey; Taguig; Ibrido; PHP 246.000 - 424.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Career growth opportunities

Hybrid work model

Descrizione del lavoro

Outsourcey is hiring for a customer support role in the Philippines. The team supports schools and organizations through phone, email, and live chat, delivering prompt, accurate solutions.

A rotating roster and weekly onsite presence are required, with a strong emphasis on customer outcomes and continuous learning. Flexibility to work in a hybrid arrangement and a proactive attitude toward learning new systems are highly valued.

Competenze

• 2+ years' experience in contact centre or customer service environments.
• Excellent communication and relationship-building with customers.
• Problem-solving with ability to investigate issues and resolve them.
• Ability to handle multiple inquiries across phone, chat, and email.
• Proactive learning of new systems and product features.
• Team-focused mindset and commitment to positive customer outcomes.
• Willingness to work a rotating roster between 7am and 8pm AEST.
• Hybrid work arrangement with one day per week in the office.

Mansioni

• Deliver great customer support via phone, email, and live chat.
• Resolve issues on first contact when possible and follow up when needed.
• Collaborate with team and other departments for optimal outcomes.
• Learn Compass platform updates to confidently support schools.
• Contribute to a positive team culture and participate in training.
• Capture customer feedback to inform product and service improvements.
• Meet service standards and performance targets, including response times and CSAT.
• Maintain accurate records of interactions and follow-ups.

Conoscenze

Contact centre experience

Strong communication

Problem solving

Multichannel support

Learns new systems

Team mindset

Willing to rotate roster

Hybrid work readiness

Descrizione del lavoro

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Profile Requirements:

• 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.

Core responsibilities:

• 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 escalation them appropriately to your Team Leader.

Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.