Customer Service Specialist

1 day ago

Manila, National Capital Region, Philippines AS White Global Full time A$40,000 - A$60,000 per year

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.

This role requires onsite work during the first 3-months, then shifts to a hybrid setup (3x onsite weekly), following Australian business hours 6:00AM - 3:00PM Philippines time.

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.

Skills, Experience & Qualification

  • Bachelor's degree or equivalent.
  • Minimum of 2–5 years' experience in a similar role (required).
  • Has experience managing Australia account (required).
  • 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.

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.

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