Customer Support Specialist

Remote 24 provides dedicated remote staff and offshore staffing services to Small and Medium Enterprises in Australia. We specialize in providing high-quality staff in customer support, back-office and digital marketing who securely work for our Australian clients from our best in class office facilities in the Philippines.Your new roleThis is a permanent full-time role based in Ortigas Center.Your key responsibilities will include:Answer inbound calls and emails within set service levelsAddress customer inquiries or concerns relating to orders and order progressAssist customers on billing and payment issues and payment extensionsDiagnose technical issues and help customers through to fix various technical problemsAssist in modem configurationProvide technical support to ensure service is within acceptable rangeInitiate outbound contact to resolve escalated concernsLodge Fault Tickets where necessary and appropriateCoordinate with Internal and External techniciansAcknowledge and resolve customer complaints and escalate as neededEnsure records are kept accurate and all interactions are documentedProvide feedback on current processes and accuracy of system tools to generate improvementTo be successful for this position, you will have an established career history in Customer Support for a Telco Account, you will also ideally have: 1 YEAR EXPERIENCE IN AN AUSTRALIAN TELCO ACCOUNT Good command of the English Language, both oral and writtenComputer Skills, Keen on details and data accuracyTime ManagementProblem Solving SkillsTeam player, self-motivated, resilientSelf-learning and can work with minimum supervisionAbility to multitask and prioritize tasks from different sources (tickets, emails, chat, SMS, phone calls)Focus on positive customer experience