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.
Level: Mid Level
Date Posted: 14-07-2023
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
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
Since 2012, Diversify has created a culture where its people come first.
With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila.
You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.