Customer Support Specialist

Summary

Join ConnectOS and work as a Customer Support Representative, providing exceptional service to Australian users on our in-house CRM platform. You will handle inbound calls, manage Help Desk tickets, make outbound calls when needed, and use chat to support customers. The role requires a Bachelor's degree, at least two years of customer support experience (ideally in finance), excellent English communication skills, and strong analytical and problem-solving abilities. The position offers a competitive salary, benefits, and a chance to work in a dynamic, agile environment. ConnectOS is a top-rated Philippines employer, and this role offers a chance to make a significant impact on a large and growing organization. The company is committed to providing a positive work environment and offers various perks and benefits.

Requirements

• Bachelor’s Degree in any relevant course
• Minimum 2 years of customer-facing in a customer support/service or help desk role, ideally supporting the financial-related industry
• Lending Experience (consumer-facing or phone)
• Excellent English communication skills both verbal and written
• Technically minded and can navigate through new systems with ease
• Excellent customer service skills and interpersonal skills with a “Can Do” attitude
• Strong analytical and problem-solving capabilities
• Excellent organization and time management skills
• Proactive approach
• Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers

Responsibilities

• Responds to inbound calls within an acceptable time frame
• Resolve inquiries efficiently while addressing the core problem to solve for the customers
• Make outbound calls where necessary to address customer issues
• Adopt a “First Time Right” mindset to ensure the inquiry is resolved on the spot where possible
• Manage a queue of tickets with competing priorities
• Investigate, action, or triage tickets through the use of outbound calls, emails, or chats
• Escalate tickets when appropriate and with all relevant information, to the relevant internal team or 3rd party partner
• Provide consistent and regular updates to Customers on any active issues as per SLA’s

Preferred Qualifications

• Experience in using MyCRM platform
• Experienced understanding of Personal or Mortgage loan applications
• Experienced in ApplyOnline Application
• Google Suite

Benefits

• Competitive salary package and annual performance review
• Vacation Leave and Sick Leave credit/ allotment
• Convertible to cash of unused sick leave
• On-Top Leave Credits (Birthday, Emergency and Bereavement Leave)
• HMO Coverage (Medical, Dental and Group Life insurance)
• Mandatory Government Benefits and 13th Month Pay
• Financial Assistance program through one of the leading FinTech Company in Philippines
• We’ve just launched a new referral bonus program where you can earn PHP 21,000 for every successful referral you make. It's a great opportunity to help friends find awesome job opportunities while earning a nice bonus for yourself
• Regular Company Events, Work Life Balance
• Sleeping Quarters, Coffee at no cost
• Office Fitness and Wellness Facilities at no cost
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA