Customer Support Officer

1 week ago

Makati City, National Capital Region, Philippines Vault Outsourcing OPC Full time ₱25,000 - ₱50,000 per year


Key Responsibilities:

  • Wear many hats to accomplish a singular goal, providing our customer with a best-in-class experience.
  • Handle each customer interaction via multiple channels phone, email and/or chat in accordance with company policies, guidelines and procedures.
  • Put in the extra effort to engage customers, listen to customer complaints or concerns and work to resolve their issues.
  • Responsible for accurately updating customer records after each interaction.
  • Assist on handling escalated calls from across all areas; handling Level 1 complaints and complex problems posed by our customers.
  • Assist Operations team and greater business through regular knowledge sharing.
  • Advise Ops Manager and key stakeholders of customer service trends and assist with proactive strategies to ensure customer satisfaction.
  • Proactively identify process, system gaps and work with your team and key stakeholders to develop possible solutions and improvements.
  • Drive the increase in the efficiency and accuracy of our processes.
  • Perform any other contact centre duties as directed.
  • Consistently meet your team and individual measures of success.

Qualifications:

  • A team player with excellent written and verbal communication and interpersonal skills.
  • Be agile and have a strong willingness to accept and embrace change.
  • A passion for customer service alongside strong judgement, logical thinking to obtain the best outcome for the customer and the business.
  • Proven ability to work under pressure and manage customer and business expectations.
  • Have an innovative approach with a focus on continuous process improvement.
  • Able to work autonomously.
  • Open, honest, respectful, and trustworthy.
  • Organized and proactive.
  • Demonstrate high integrity.
  • University degree preferred.
  • At least 2 years experienced.
  • Understanding of relevant regulatory legislation under the Australian Securities and Investments Commission Act ASIC Act), Competition and Consumer Act, The AntiMoney Laundering, and Counter-Terrorism Financing Act, Privacy Act; and National Consumer Credit Protection Act.
  • Sound Computer skills, past experienced with CRM a plus.

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