Customer Support Specialist

Job Description:

Setup and Location: WFH

Work Schedule: UK Time | 3:00 PM - 12:00 AM PH Time

Employment Type: Full-time

Ready to Do Work That Actually Excites You?

Join a growing marketplace business as a Customer Support Specialist supporting both end users and business partners.

Deliver exceptional customer service across phone, SMS, email, and messaging channels.

Take ownership of customer issues from initial enquiry through to resolution while ensuring a positive customer experience.

Work confidently in a fast-paced environment where strong communication, sound judgment, and attention to detail are essential.

Support Australian and UK customers while demonstrating an understanding of local customer service expectations and business etiquette.

Contribute to process improvements, operational efficiency, and cross-functional collaboration.

What Youll Do

• 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 elevate matters 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.

Requirements

What You Bring

• 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