We’re looking for a Customer Support Specialist to build, operate, scale and improve our fast growing Australian and New Zealand service. Based in our new Philippines HQ, this role comes with a heavy focus on establishing strong relationships with our Carriers and Clients and solving problems through an analytic approach. Our Customer Support Specialist will deliver continuous process improvement, have a strong understanding of the current last mile logistics environment and be a true brand ambassador.
Responsibilities
RESPONSIBILITIES:
Deliver operational successes in line with our service level agreements: ensuring you meet all set KPI’s including CSAT, First time response, resolution times.
Build open communication channels with clients: collect feedback to share with our internal team, optimise operations, and influence business goals and priorities.
Interact with key internal stakeholders to ensure a customer centric approach is always our key focus.
Provide periodic team training with a core focus on quality assurance supported by performance reporting
Qualifications
POSITION REQUIREMENTS:
At least three (3 years of experience: Preferably in an ecommerce, or SaaS company; you are someone who loves driving change in a fast-paced environment
Bachelor’s degree in business, marketing, or economics or a related fields preferred
Experience with processes development, program/project management; experience working in a support organisation or for organisations known for their customer support
Data/Analytics experience; Excel aptitude
Extraordinary verbal communication skills
Must be willing to work in BGC, Taguig for shifting schedule
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
