Customer Care Specialist

Customer Care Specialist

Location: Cebu/Clark/Tarlac/Mandaluyong
Shift: Monday - Friday; 7:00am to 4:00pm
Work Arrangement: Onsite

Unlock your potential! At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, and Philippines, supporting our global clients in the accounting industry.

About the role. . .

The Customer Care Specialist is responsible for engaging with and caring for customers by providing exceptional customer service. Customer Care Specialist work collaboratively with customers, and their representatives where required, to understand customer goals, to develop and review individual care plan and to ensure services are agreed upon and delivered in accordance with program and funding guidelines.

Key Responsibilities:

• Thorough understanding of Organization offerings and capabilities in terms of meeting customer needs.
• Develop rapport with potential customers, coupled with providing information on Organization's offerings.
• Monitor and manage customer budgets in accordance with the relevant program guidelines.
• Provide excellent customer service including responding to client concerns or complaints, problem solving and looking for solutions that meet both the needs of the customer and the Organization.
• Submit and escalate incidents/notifications in line with Organization Policy and procedures.
• Allocate customer service in accordance with their support plan and/or requests, matching the most appropriate Support Professionals to the client needs of the customer.
• Communicate risk management strategies and record in client information system for all staff involved in delivery of services.
• Collaborate with the allocations team to manage incidents with Support Professionals and clients in collaboration with Management Team.
• Provide accurate reports as required.

• Respond to customer complaints with efficiency and professionalism.

Qualifications / Skills:

• Desirable relevant qualification as a Registered Nurse. Preferably with ahpra registration or has practiced Nursing in Australia.
• Experience working in the Community and Care sector; Aging and disability services or related field.
• Excellent interpersonal, written and verbal communication skills that support relationship building and relationship management with customers, representatives and colleagues
• Experience in undertaking risk assessments coupled with the capacity to mitigate risks as necessary
• The ability to apply critical thinking to solve problems, including experience in managing challenging situations
• Excellent computer literacy, with intermediary skills and experience in using customer management systems.

What's in it for you

• A competitive salary
• Health Insurance, and Life Insurance coverage
• 21 annual paid leaves
• Annual increase (Annual Performance Review)
• Tenure Recognition Program
• 20+ options of free coffee and chocolate drinks
• Billiards, table tennis, or foosball in our breakout room
• Work-life balance and logging off on time for you to enjoy more personal time.
• A genuinely diverse, caring, supportive and high achieving team environment.
• Ongoing training, development and career progression opportunities
• Free & conveniently located onsite parking.

We live by our VALUES to cultivate and foster growth and innovation.

BE AWESOME:Exceptional individuals create collective genius. We celebrate success, reward outstanding performance, and make work fun by fostering a supportive and inspiring environment.

KEEP IT REAL:We value honesty, accountability, and open communication. We own our actions, prioritize compassion, empathy, and understanding, and foster meaningful conversations.

BRING THE WOW:We strive for excellence in everything we do. Going the extra mile is our standard, as we are committed to delivering outstanding results.

DREAM BIG:We embrace a culture of continuous learning, exploration, and improvement. With ambitious goals, we constantly seek knowledge and self-improvement.

Join TOA Global and experience the difference!

We passionately embrace diversity and inclusion in all aspects of our organization. We believe by fostering an environment that values and celebrates individuals from diverse backgrounds, we unlock innovation, drive creativity, and amplify our ability to serve our customers and communities with excellence.