Customer Support Officer - Australian Dayshift Account

Key Responsibilities

• Provide a best-in-class customer experience across phone, email and chat, in line with company policies and procedures.
• Listen to customer concerns, resolve issues effectively and handle Level 1 complaints and escalated or complex cases.
• Accurately update customer records after every interaction.
• Work closely with the Operations team and key stakeholders to identify process and system improvements.
• Share customer service trends and insights to support strategies that improve customer satisfaction.
• Contribute to improving the efficiency and accuracy of processes.
• Consistently meet individual and team performance targets.
• Perform other contact centre duties as required.

Requirements

• At least 1 year of relevant customer service or contact centre experience.
• Excellent written and verbal communication and interpersonal skills.
• Strong customer service mindset, with good judgement and problem-solving skills.
• Able to work under pressure and manage customer and business expectations.
• Adaptable, proactive and able to work independently and as part of a team.
• Strong computer skills; experience with CRM systems is an advantage.
• A positive attitude and willingness to learn and embrace change.
• High level of professionalism, integrity and accountability.
• Understanding of relevant regulatory requirements, including the ASIC Act, Competition and Consumer Act, Anti-Money Laundering and Counter-Terrorism Financing Act, Privacy Act, and National Consumer Credit Protection Act is an advantage.
• Willing to work onsite in Makati.
• Willing to work on weekends as required.