Customer Support Specialist

4 weeks ago

Lipa, Philippines iCXeed Full time

Overview

Are you a proactive communicator with strong decision-making skills and a keen eye for detail? We’re looking for a Customer Support Specialist to assist customers involved in car accidents by guiding them through our claims process. Strong listening skills, sound judgment, and attention to detail are key to success.

What You\'ll Do
  • Be the voice of our brand, delivering high-quality service aligned with our mission and values.
  • Handle calls to collect accident details, assess fault, and determine eligibility for replacement vehicles.
  • Carefully review accident photos and related details to make informed decisions.
  • Manage inbound and outbound leads within set KPIs to ensure high booking and recovery rates.
  • Coordinate customer reservations and replacement car bookings in line with branch logistics.
  • Maintain accurate documentation and uphold data confidentiality at all times.
  • Collaborate with internal teams to ensure smooth and compliant operations.
  • Work on a rotating roster covering 6 AM to 7 PM AEST, Monday to Sunday.
What We\'re Looking For
  • Excellent English communication skills—both written and spoken.
  • Minimum of 2 years’ experience in a customer service role handling both inbound and outbound calls.
  • At least 2 years of experience supporting international customers, preferably Australian-based.
  • Strong attention to detail, with sound judgment and decision-making skills.
  • Familiarity with CRM systems and ability to manage customer records efficiently.
  • Ability to assess scenarios logically and remain composed under pressure.
  • Must know how to drive and hold a valid driver’s license.
  • Good understanding of car parts and road rules is a plus.
  • Self-motivated, organized, and capable of working both independently and collaboratively.
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