Customer Support Agent

Job Description:

About Shore360

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

Position Summary

The Customer Support Agent is responsible for the prompt and efficient delivery of Customer Support to customers.

The Customer support agent will provide a high level of customer support, ensuring the successful operation of the Customer Support unit and contributing to the overall success of The Assessments Team and Suite of products.

Position Description

A. Common Responsibilities:

• Comply with and promote agreed WHS practices, privacy provisions, agreed codes, policies, and procedures, and conduct work in a respectful, safe and efficient manner
• Participate in and promote ICAS Assessments core workplace programs, including, but not limited to, those relating to performance and professional development
• Participate in and promote ICAS Assessments core workplace programs, including, but not limited to, those relating to performance and professional development

B. Key Responsibilities (no more than 12 key areas):

• Provide optimum customer service and work as an effective and efficient customer service team member
• Respond professionally to all inquiries within the documented SLA (3 business days)
• Ensure knowledge of ICAS Assessment products and services
• Ensure various in-house systems, databases and records are accurately maintained
• Ensure successful resolution of customer complaints
• Manage competing demands in a complex environment
• Maintain collaborative working relationships with all relevant business units in order to provide quality solutions
• Flexibility, particularly during peak processing periods
• Ensuring Assessments Customer Support and ISO Quality Management standards are achieved.

Organizational Structure

1. Head of Global Support(AU)
2. Customer Services Manager(AU)
3. Lead CSL1 Customer Services (AU)
4. Lead Customer Support Agent (PH)
5. Customer Support Agent (PH)

Selection Criteria

To be considered for this role candidates must be able to demonstrate they have:

Qualifications and Experience Essential:

• A minimum of two years experience in a Contact Centre or similar role
• Strong interpersonal, verbal, and written communication skills, with attention to detail and outstanding customer support skills
• Demonstrated ability to build and maintain excellent relationships with internal and external customers
• An enthusiastic and team-driven approach with the ability to deal with high-stress situations and difficult customers
• Demonstrated ability to manage varied work tasks, meet deadlines, and maintain accurate records
• Advanced skills in the use of Microsoft Office including Word, Excel, and using databases.
• Experience in using Social Media Platforms to engage and inform customers
• Proven track record in using Customer Relationship Management Programs

Desirable:

• Practical experience working with online sales systems
• Practical experience in high-speed and accurate data entry

Competencies

(Those underlying characteristics of the individual which are aligned with ICAS Assessments

• Values and are critical behaviors for superior performance)
• Demonstrated safety awareness through unswerving commitment to defined safety systems and processes
• Respect and recognition that people have different values and opinions which individuals have a right to hold
• Strong customer focus
• Demonstrated commitment to work and can press on even in difficult times
• Constructive communication, ability to articulate issues
• Act with integrity in the workplace exuding trust, honesty, and decency
• Recognise where a team needs to be developed and establish a greater sense of trust between team members
• Displays adaptability and resilience to meet a standard of excellence and complete assigned tasks

ShoreXtra Benefits & Perks

• Permanent WFH
• 20 days leave credits
• Highly engaged team
• Unlimited potential for growth
• Fun and family-oriented working environment
• Bronze Badge - Referral Incentive for Shore360 employees