Customer Service Specialist

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Position Description
POSITION TITLE:
ADVERT TITLE:
LOCATION: MALAYSIA ☐ PHILIPPINES ☒ THAILAND ☐ VIETNAM ☐
ASW COMPANY OVERVIEW ASW is creating the world’s most talented international family through hiring and growing talent into long-term
careers with Australian companies. ASW is a recruitment and talent specialist, that partners with Australian
companies to help them build highly capable international teams. We enable Australian companies to meet
their business goals by accessing and retaining premium talent in emerging markets and giving that talent the
opportunity to grow, learn and develop. Together we embed international teams into respected Australian
businesses, both functionally and culturally, to deliver enduring and transparent people solutions.
THE OPPORTUNITY
Our partner is a leading Australian payments platform transforming how businesses manage bills, payroll, and supplier payments. Through advanced technology, secure solutions, and seamless integration, it simplifies financial operations and empowers businesses to thrive. With a strong track record since its inception, it has earned the trust of businesses nationwide as a reliable provider of innovative financial solutions.
We have an exciting opportunity for a driven and detail-oriented individual to join us as a full-time Customer Service Specialist to be based in Manila, Philippines. In this role, you will need to ensure top-notch customer support, overseeing customer satisfaction, and creating an extraordinary customer journey.
Key Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat – inbound and outbound as necessary.
• Identify customer needs and help customers use specific features.
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users).
• Update our internal databases with information about technical issues and useful discussions with customers.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share it with our Product, Sales and Marketing teams.
  
  

Customer Service Specialist
Customer Service Specialist
Position Description
SKILLS, EXPERIENCE & QUALIFICATION

• Bachelor's degree or equivalent.
• With at least 2 years of experience as a Customer Support Specialist or similar CS role.
• Experience using Salesforce, Genesys, Xero software is ideal.
• Sales experience is required.
• Experience with Travel or Financial/Banking account is required.
• Excellent communication skills both oral & written.
• Patience when handling tough cases.
• Friendly and calm demeanor; able to build rapport and client oriented.
• Multi-tasking and problem-solving abilities.
  
  

ASW OFFERS

• A diverse, inclusive, and supportive company culture.
• Competitive remuneration.
• Opportunity to collaborate and work with global clients and stakeholders.
• Medical benefits.
• Great Paid Leave entitlements.
• Team outings, travel opportunities, company parties/events, and other exciting activities.
• Exposure to an international environment, working with people across Malaysia, Vietnam, the Philippines, and Australia.
• Industry and role-related training.
• Ongoing career opportunities.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Staffing and Recruiting

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