Customer Experience Specialist

Summary

Join ConnectOS, a top-rated Philippines employer, and work for their client, a leading Australian infrastructure provider offering embedded crypto solutions. This customer support role requires at least one year of BPO experience, strong communication and problem-solving skills, and the ability to handle customer escalations. You will respond to inquiries, resolve complex issues, assist customers with various processes, and proactively advocate for excellent customer experiences. The position involves a 24/7 rotating shift with a hybrid work setup (WFH option available) and requires a fast and stable internet connection. ConnectOS offers competitive benefits including medical, dental, and life insurance, paid leave, a financial assistance program, and opportunities for career growth.

Requirements

• At least one year of experience in a business process outsourcing (BPO) environment, preferably in a customer support role
• Customer-focused mindset, with a commitment to delivering outstanding service and creating a positive experience
• A problem-solving mindset with a willingness to go above and beyond to resolve complex issues while delivering an exceptional customer experience
• Adaptability and resilience in a fast-changing environment
• A proactive approach to identifying process improvement opportunities and sharing them with team leaders or managers
• Professional, assertive, and efficient communication skills
• Experience in effectively communicating with customers from diverse cultural backgrounds and varying levels of cryptocurrency knowledge
• Proven ability to handle customer escalations on the spot with confidence and professionalism
• Strong multi-tasking skills—the ability to manage multiple tasks efficiently is a must
• A fast and stable internet connection (minimum 50 Mbps broadband)
• Must have a reliable backup internet connection to ensure uninterrupted work during connectivity issues
• Availability: To be eligible for this role, you must be able to work night shifts or weekends
• Willingness to work in the office as part of a hybrid setup

Responsibilities

• Respond to customer support inquiries and provide timely updates on their order status
• Resolve complex customer issues by clearly and thoroughly explaining processes
• Assist customers with their specific cases, educating them on identification, onboarding, order placement, and cancellations
• Proactively advocate for customers, ensuring an excellent experience while identifying opportunities to add value
• Make outbound calls as needed to resolve outstanding issues efficiently
• Escalate concerns to team leaders, managers, or other departments when necessary
• Support and mentor new team members by providing training and assistance as needed
• Gain valuable experience in the exciting world of cryptocurrency, a rapidly growing industry shaping the future of finance

Preferred Qualifications

While not required, candidates with experience in fast-growing companies or fully remote roles will have an advantage

Benefits

• WFH
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities