Senior Customer Service Specialist

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

📋 Description

• Act as the primary point of contact for customer inquiries through phone, email, and various communication channels.

• Manage a significant volume of incoming calls while delivering friendly, professional, and solutions-oriented service.

• Carefully listen to customers, clarify any ambiguities in their inquiries, and comprehend their needs.

• Assess inquiries and identify the suitable department, team, or individual to address each request.

• Provide initial assistance and escalate inquiries to the relevant internal team when necessary.

• Collect and accurately document customer information, job specifics, and service requests in Simpro.

• Create, update, and assign jobs and inquiries in Simpro.

• Address and manage customer inquiries through the Outlook service inbox.

• Collaborate with internal teams and follow up on pending requests to guarantee prompt resolution.

• Adhere to established SOPs and workflows while enhancing knowledge of the company’s services and internal teams.

⛳️ Requirements

• Over 3 years of experience in customer service, customer support, or similar frontline customer-facing roles.

• Proven experience in a high-volume customer service setting managing phone calls, emails, job records, and internal coordination simultaneously.

• Exceptional verbal and written English communication skills.

• Ability to communicate clearly and professionally with a diverse range of customers.

• Strong listening and questioning abilities.

• Capability to manage ambiguity, vague requests, and customers under stress.

• Highly organized and detail-oriented.

• Proficient data-entry and record-keeping skills.

• Ability to learn and navigate various systems and software.

• Competence in coordinating with multiple internal teams.

• Dependable and consistent, demonstrating ownership and accountability.

• Comfortable acquiring knowledge about technical products, services, and terminology.

• Experience handling 80+ inbound calls or customer interactions per day is an advantageous qualification.

• Familiarity with Simpro, 3CX, or similar job management, CRM, ticketing, or telephony systems is a beneficial qualification.

• Background in trades, field services, security, locksmithing, or other technical service industries is a valuable qualification.

• Experience working with Australian customers or within an Australian business context is a notable qualification.

🏝️ Benefits

• Excellent opportunities for career advancement.

• Chance to work in a fantastic environment.

• 100% remote work arrangement.

• Elimination of daily commuting.