Customer Support Specialist (Officebased - SM North)

About Us:

Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals

Job Summary

We are looking for a Customer Support Specialist. In this role, you will be required to provide a high-touch, personable, and informed experience for our Members. This is including but not limited to basic troubleshooting related to Membership benefits, as well as detailed requests requiring research and problem solving.

Responsibilities:

• Providing high level of customer service to Member via phone
• Thoroughly research and reply to Member requests with high sense of urgency and professionalism
• Continually exceed Member expectations
• Ability to troubleshoot and communicate across multiple platforms
• Constantly evaluate Member experience and make suggestions to improve Member engagement/satisfaction
• Meet or exceed KPI's including time to first response, customer satisfaction scores, etc.

Requirements:

• 3+ years of customer service or similar experience
• Excellent written and oral communication
• This is an extremely fast paced role and requires you to be able to adapt to changes quickly
• Polite and professional conduct, excellent interpersonal skills
• Proactive attitude with an ability to creatively solve problems quickly
• Independent, excellent time management and organizational skills
• Willing to support other teams when needed
• Confident, with the ability to prioritize and meet deadlines working under pressure
• Computer and Technology savvy

Work Schedule:

• 10pm-7am Manila Monday to Friday (ROTATIONAL SCHEDULE)

Work Location:

• SM North EDSA Tower 1, North Avenue corner, Quezon City 1105 Metro Manila, Philippines