Customer Service Specialist

Summary

Join ZigZag as a Customer Service Specialist and enjoy a hybrid work environment with allowances! The role involves providing world-class customer support, resolving issues, and collaborating with a team to ensure customer satisfaction. You will handle escalations across various channels, contribute to process improvements, and work with a company that prioritizes a positive and supportive culture. The position offers a competitive salary, comprehensive benefits, and opportunities for professional growth. You will be working with a company that is making a positive impact on the world by providing affordable and sustainable shipping solutions for small businesses. This is a fast-paced role requiring flexibility and a willingness to learn.

Requirements

• Genuine desire to deliver the highest possible level of service to our customers
• Ability to work with a team on shifting schedules to provide 24/7 service to customers globally, including working on holidays, weekends, and various shifts (morning, mid-day, and night) depending on business needs
• Ability to handle escalations via chat, email, voice, and other support channels
• Flexibility to thrive in a hybrid work environment
• Willingness to undergo training to cater to different customer groups
• Excellent written and spoken English — you need to be able to talk to  Executive and C-level customers
• Grit, perseverance, and resilience in handling sticky situations and customer interactions
• A self-starter personality — you can work with minimal supervision and take initiative when needed
• Strong attention to detail and exceptional problem-solving skills, with the ability to investigate and resolve issues effectively
• Very comfortable with technology and digitally savvy
• Sound judgment and having the autonomy to make decisions while knowing when to consult with leaders or experts

Responsibilities

• Connect with their customers daily, using each interaction to build trust, strengthen relationships, and provide solutions that drive their success
• Turn around sticky situations into favorable resolutions that encourage other customers to continually partner with them for their delivery needs
• Develop a thorough understanding of our client’s delivery services in the context of various geographical regions where they operate
• Be the first point of escalations via chat, email, voice, and other support channels
• Share feedback and suggestions to enhance processes and documentation to support their customers effectively
• Assist teammates through collaborative peer-to-peer learning sessions
• Contribute to informed decision-making on system changes and help shape product design by sharing feedback and ideas to support their customers better

Benefits

• PHP 25,000 - PHP 30,000 basic pay per month
• Company-provided laptop
• PHP 10,000 remote allowance
• 15 days of paid holidays
• 15 days of sick leave
• Birthday leave
• HMO on Day 1 + 1 free dependent
• Night Differential pay, as applicable
• Night allowance or Weekend allowance, as applicable
• Internet allowance
• Coffee allowance
• Wellness Allowance
• Remote work allowance
• Fun Budget to celebrate events