DescriptionSchedule: Monday- Friday (09:00AM to 06:00PM AEST)
What are we looking for?
Skills Required:
- Minimum 2 years of customer-facing experience, ideally in a CRM application support environment with experience in technical support roles.
- An experienced people person. You are a pleasure to work with and have a can-do attitude.
- Technically minded - there isn’t a platform that you can’t jump in and understand within a short period of time.
- Excellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management.
- Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers
- Experience in Salestrekker Software or any other related CRM is an advantage.
What will you do?
- Engage with customers via a variety of channels, ensuring your responses and resolutions are within an agreed timeframe and with a response that is informative, helpful, and genuine.
- Troubleshoot, investigate, and resolve issues affecting users on the CRM platform, often by collaborating with teams across the business.
- Embody the voice of the customer when prioritising work within the relevant technical workgroup or stream.
- Work with a heightened level of urgency when completing system setups or queries from customers.
- Manage a queue of tickets with competing priorities, to ensure those of most importance are addressed first and receive the right level of support, dependent on the nature of the query raised.
- Take on the challenge of resolving issues that have been identified as “trending” and act as the point person for the support team to liaise with engineering, product and other internal teams.
- Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible.
- Balance the needs of the business and the customer to prioritise tickets appropriately.
- Set realistic and correct expectations with the customer and stakeholders.
- Flexible and adaptable to the changing needs of our business and customers.
- Help coach and train the support team on updates to system features and processes.
- Provide consistent and regular updates to our users on any active issues they’re experiencing and help to represent the gency of the user to internal teams.
- Meet all SLAs and goal targets set out by your leader, to deliver an exceptional customer service experience, focused around: o Customer Satisfaction o First Response Time o Escalation/resolution rates.
- Work with other key stakeholders within the business to ensure quality of experience for our customers including sales, compliance, finance and any other relevant departments.
Join the awesome team and enjoy these benefits & perks:
- Hybrid
- Medical, Dental Coverage and Life insurance
- 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
- Complimentary Sleeping Quarters, Coffee at no cost
- Complimentary Office Fitness and Wellness Facilities at no cost
- Regular Company Events, Work Life Balance, and Career growth opportunities
- Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA
JOIN CONNECTOS NOW!
ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.
Our client is a leader in the Australian and New Zealand finance industry, acting as a trusted partner to brokers. They provide exceptional support, innovative solutions, and a seamless experience, aiming to set new standards for excellence and customer satisfaction.
#ConnectOS #ConnectOSCareers #TeamConnectOS
Equal Employment Statement
Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.