Remote Customer Support Specialist — UK & AU Focus

Staff Domain Inc; Pampanga; Remote; PHP 391,000 - 614,000; Full time

Benefits offered by this job

HMO

Dental

Life Insurance

Birthday Leave

Vacation Leave

Maternity Leave

Team Building

Job summary

Staff Domain Inc is hiring a Customer Support Specialist for a full-time, remote role to assist Australian and UK customers from a WFH setup. You will handle inquiries across phone, email, SMS, and messaging channels, owning issues from enquiry to resolution in a fast-paced marketplace.

The role requires 5+ years of customer service experience, including escalations, with excellent English communication and a solutions-focused mindset.

Qualifications

• Minimum 5 years of customer service experience, including phone-based customer support.
• Minimum 3 years of experience handling serious customer complaints, escalations, or complex service issues.
• Strong experience working within a fast-paced, high-volume customer support environment.
• Excellent verbal and written English communication skills.
• Ability to communicate effectively across phone, email, chat, and SMS channels.
• Professional phone manner with the ability to build rapport quickly.
• Strong conflict resolution and negotiation skills.
• Experience handling difficult conversations with empathy and professionalism.
• Exceptional attention to detail and accuracy in written communication, data entry, and record-keeping.
• Strong organizational and time management skills.
• Ability to prioritize tasks and perform effectively under pressure.
• A solutions-focused mindset with the initiative to identify and implement improvements.
• A collaborative approach with the ability to contribute positively to team culture.
• Ability to work independently and make sound decisions in a remote work environment.
• Comfortable learning and using digital platforms, customer support tools, and new technologies.
• Experience supporting Australian customers is preferred.
• Experience supporting UK customers is preferred.
• Experience working within a marketplace or platform-based business is preferred.
• Experience using Zendesk or similar customer support platforms is preferred.

Responsibilities

• Provide responsive and professional customer support through phone, email, SMS, and messaging channels.
• Manage customer enquiries in a high-volume support environment while maintaining service quality and accuracy.
• Take ownership of customer issues and ensure timely, accurate, and policy-compliant resolutions.
• Follow established procedures and templates while tailoring responses appropriately based on customer needs.
• Communicate clearly with customers who may have varying levels of English proficiency or familiarity with booking processes.
• Adapt communication style and tone depending on the customer type and situation.
• Maintain fluent and professional written and verbal English communication.
• Demonstrate familiarity with Australian and UK customer service expectations and business etiquette.
• Represent the business positively in all customer interactions and ensure customers feel supported and informed.
• Respond to complaints and sensitive matters with empathy, professionalism, and a solution-focused mindset.
• Manage customer safety concerns and complex escalations with urgency, discretion, and detailed documentation.
• Facilitate fair and objective dispute resolution between customers and service providers.
• Identify performance concerns and escalations to the appropriate internal stakeholders when required.
• Apply critical thinking to identify root causes, assess risks, and determine appropriate resolutions.
• Balance customer satisfaction with operational and business requirements when making decisions.
• Take ownership of outcomes while recognizing when escalation or collaboration is necessary.
• Identify process gaps, inefficiencies, and operational risks and proactively recommend improvements.
• Assist with the creation, documentation, and maintenance of internal workflows and support procedures.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions.
• Share customer insights and feedback with stakeholders to support continuous improvement initiatives.
• Assist with monthly reporting and operational analysis activities.
• Maintain and update records, databases, and internal registers.
• Support administrative functions and broader team initiatives as required.
• Remain flexible and responsive to changing priorities and business needs.
• Perform additional duties as reasonably requested to support team objectives and operational effectiveness.

Skills

Customer Service Excellence

Phone-Based Support

Complaint Resolution

Escalation Management

Conflict Resolution

Negotiation Skills

Professional Written Communication

Professional Verbal Communication

Australian Customer Support

UK Customer Support

Critical Thinking

Decision Making

Problem Solving

Stakeholder Management

Process Improvement

Administrative Support

Data Entry Accuracy

Time Management

Attention to Detail

Remote Work Capability

Adaptability

Team Collaboration

Customer-Centric Mindset

Zendesk

CRM Systems

Tools

Zendesk

CRM Systems

Job description

Staff Domain Inc is hiring a Customer Support Specialist for a full-time, remote role to assist Australian and UK customers from a WFH setup. You will handle inquiries across phone, email, SMS, and messaging channels, owning issues from enquiry to resolution in a fast-paced marketplace.

The role requires 5+ years of customer service experience, including escalations, with excellent English communication and a solutions-focused mindset.