Customer Support Specialist

2 weeks ago

Biñan, Philippines ConnectOS Full time

Overview

Customer Support Specialist - Contractual (AU Mortgage & Finance, WFH) at ConnectOS. This role supports Australian-based users via inbound calls, help desk tickets, outbound calls when necessary, and chat on our in-house CRM platform.

What you will do

Reporting to the Customer Support Team Leader, you will provide exceptional customer service as the first contact point for our users. Responsibilities include:

  • Respond to inbound calls within an acceptable time frame.
  • Resolve inquiries efficiently, addressing the core problem to provide a solution.
  • Make outbound calls when necessary to address customer issues.
  • Adopt a "First Time Right" mindset to resolve inquiries on the spot where possible.
  • Manage a queue of tickets with competing priorities, and triage or action tickets via outbound calls, emails, or chats.
  • Escalate tickets with all relevant information to the appropriate internal team or 3rd party partner.
  • Provide consistent and regular updates to customers on active issues as per SLA.
Responsibilities and Qualifications

What are we looking for?

  • Bachelor's Degree in any relevant field.
  • Minimum 2 years of customer-facing experience in a customer support/service or help desk role; ideally in finance-related areas.
  • Lending experience (consumer-facing or phone).
  • Excellent English communication skills, verbal and written.
  • Technically minded and able to navigate new systems with ease.
  • Excellent customer service and interpersonal skills with a proactive, “Can Do” attitude.
  • Strong analytical and problem-solving abilities.
  • Excellent organization and time management skills; proactive and able to work in an agile, cross-functional environment.

Nice to have

  • Experience using MyCRM platform.
  • Understanding of Personal or Mortgage loan applications.
  • Experience with ApplyOnline Application.
  • Google Suite proficiency.
What we offer
  • Salary: P30,000 to P40,000 (Monthly Package)
  • Schedule: Monday - Friday (6:00 AM - 3:00 PM PHT)
  • Benefits and perks including referral bonuses and wellness facilities.
About ConnectOS

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice. Our client is the largest and most progressive aggregator group across Australia and New Zealand, supporting a community of over 6,000 brokers and advisers and helping customers with loans worth billions.

Employment type : Contract • Seniority level : Entry level • Job function : Other • Industries : Outsourcing and Offshoring Consulting

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, or marital status. Confidentiality of data is maintained.

Join ConnectOS now and be part of a growing, inclusive team.

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