Position Type: Full Time
Location: Philippines (Remote)
Schedule: Monday to Friday, 9AM to 6PM Melbourne Time
About the Company
Our client is an e-commerce company that provides key and access device replacement services.
About the Role
As a Customer support agent you will be managing, responding to, and resolving tickets related to customer support, technical issues, and order updates. This role involves both outbound and inbound communication to address customer queries promptly and effectively.
Responsibilities
- Respond to customer enquiries across email, phone, and ticketing systems with professionalism and urgency.
- Handle high-volume support requests, ensuring service levels are met, and customers feel supported.
- Troubleshoot issues and provide clear guidance or solutions where possible.
- Escalate cases promptly to the relevant internal teams when required, ensuring handover is smooth and well-documented.
- De-escalate challenging or emotionally charged customer interactions using empathy, patience, and strong communication skills.
- Maintain accurate and up-to-date case notes, ticket statuses, and follow-ups.
- Work effectively under pressure while managing multiple concurrent tasks or customer queries.
- Contribute to continuous improvements in support processes and customer experience.
- Managing customer service tasks may require basic data entry and invoicing skills.
- Handle documents and maintain organised records of customers.
Competencies and Qualifications
Must-Have
- 2 to 4 years of experience in customer service, call centre, technical support, or similar high-volume environment.
- Proven ability to stay calm under pressure and manage competing priorities.
- Strong communication skills with the ability to build rapport quickly.
- Demonstrated capability to resolve customer concerns and de-escalate difficult situations.
- Good problem-solving skills and the ability to think clearly in fast-paced scenarios.
Nice-to-Have
- Experience with ticketing tools (e.g., Odoo, Zendesk) is an advantage.
- Experience working with Real Estate, building services or property management
- Experience working in Small businesses
What We Offer
- 100% Remote Work
- 13th Month Pay
- Healthcare (HMO)
- Comprehensive Fringe Benefits package
Application Process
We understand that searching for a new job can be challenging, and we're here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.
Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we'll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.
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