CSR - B2B (On-site, Morning Shift)

• On-site (1 Nito Tower, Cebu)
• ASAP Hiring
• B2B Experience - NICE-TO-HAVE

The Customer Service Consultant is responsible for providing exceptional support to thousands of customers across Australia.

You will manage inbound customer enquiries via phone, live chat, and email, ensuring prompt and professional service across multiple customer segments and locations.

In addition to inbound support, you will conduct outbound customer activities, including assisting members in unlocking their accounts by updating payment details and processing credit card payments.

You’ll also contribute to continuous improvement initiatives by identifying opportunities to enhance team processes, Help Centre content, and the overall customer experience.

Key Responsibilities

• Respond to inbound customer enquiries via phone, live chat, and email within agreed service levels.
• Deliver excellent customer service and maintain positive customer engagement.
• Assist customers with account access and process account unlocks.
• Process customer payments by updating credit card details.
• Review customer feedback and identify improvement opportunities.
• Help maintain and improve Help Centre content.
• Collaborate with internal teams to resolve customer issues efficiently.
• Contribute ideas that improve customer service processes and the overall customer experience.

Skills & Experience

Essential

• Minimum 3 years’ customer service experience, preferably in a B2B environment.
• Experience supporting customers via phone, email, and live chat.
• Strong time management skills, with the ability to meet KPIs and service levels.
• Working knowledge of Salesforce.