Customer Support Specialist – Zendesk

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver prompt and professional customer support via phone, email, SMS, and various messaging platforms.

• Handle customer inquiries in a high-volume support setting while ensuring quality and precision in service delivery.

• Take charge of customer issues, ensuring resolutions are timely, accurate, and adhere to company policies.

• Follow set procedures and templates while personalizing responses to cater to individual customer needs.

• Engage with customers who have varying levels of proficiency in English or familiarity with booking processes.

• Adjust communication style and tone based on the customer type and context of the interaction.

• Positively represent the company and ensure customers feel supported and well-informed.

• Address complaints and sensitive issues with empathy, professionalism, and a focus on finding solutions.

• Handle customer safety concerns and complex escalations with urgency, discretion, and thorough documentation.

• Ensure fair and objective resolution of disputes between customers and service providers.

• Identify performance-related issues and escalate them to the appropriate internal teams.

• Pinpoint root causes, evaluate risks, and determine suitable resolutions.

• Balance customer satisfaction with operational and business objectives.

• Identify inefficiencies and operational risks, and propose enhancements.

• Assist in the creation, documentation, and maintenance of internal workflows and support procedures.

• Keep accurate records of customer interactions, complaints, resolutions, and follow-up actions.

• Share customer insights and feedback with relevant stakeholders for ongoing improvement.

• Support monthly reporting and operational analysis activities.

• Maintain and update records, databases, and internal registers.

• Assist with administrative tasks and broader team initiatives.

• Stay adaptable and responsive to evolving priorities and business requirements.

⛳️ Requirements

• At least 5 years of experience in customer service, including phone-based support.

• A minimum of 3 years' experience managing serious customer complaints, escalations, or complex service challenges.

• Significant experience in a fast-paced, high-volume customer support environment.

• Excellent verbal and written communication skills in English.

• Proficient in communicating effectively through phone, email, chat, and SMS channels.

• Professional phone etiquette with the ability to quickly establish rapport.

• Strong skills in conflict resolution and negotiation.

• Experience in handling difficult conversations with empathy and professionalism.

• Exceptional attention to detail and accuracy in written communication, data entry, and record-keeping.

• Strong organizational and time management abilities.

• Capability to prioritize tasks and perform effectively under pressure.

• A solutions-oriented mindset with the initiative to identify and implement improvements.

• A collaborative demeanor that contributes positively to team culture.

• Ability to work independently and make sound decisions in a remote work setting.

• Comfortable with learning and utilizing digital platforms, customer support tools, and new technologies.

• Experience in supporting Australian customers is preferred.

• Experience in supporting UK customers is preferred.

• Experience in a marketplace or platform-based business is preferred.

• Familiarity with Zendesk or similar customer support platforms is preferred.

🏝️ Benefits

• HMO, Dental, and Life Insurance coverage from Day 1, including one free dependent, with the option to add additional dependents.

• Benefits include Birthday Leave, Vacation Leave, Medical Leave, and Maternity Leave.

• Earn up to 6 Vacation Leave credits that can be converted to cash upon anniversary.

• Participate in employee engagement activities such as Year-End Parties, Family Days, Team Building events, and other company-sponsored activities.