Customer Support Specialist – Zendesk

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🕒 Setembro 30

🇵🇭 Filipinas – Remoto

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 16%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Staff Domain

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2018

📦 Logística

🏥 Saúde

📣 Marketing

Logistics • Healthcare • Marketing

A Staff Domain é uma empresa dedicada a ajudar indivíduos a construir carreiras gratificantes, proporcionando um ambiente de trabalho dinâmico e de apoio. Com escritórios em várias localidades, incluindo Austrália, Estados Unidos, Filipinas e África do Sul, a Staff Domain foca em conectar candidatos a oportunidades que estejam alinhadas com seus objetivos pessoais e profissionais.

Descrição

• Provide responsive and professional customer support through phone, email, SMS, and messaging channels • Manage customer enquiries in a high-volume support environment while maintaining service quality and accuracy • Take ownership of customer issues and ensure timely, accurate, and policy-compliant resolutions • Follow established procedures and templates while tailoring responses to customer needs • Communicate with customers with varying levels of English proficiency or familiarity with booking processes • Adapt communication style and tone depending on customer type and situation • Represent the business positively and ensure customers feel supported and informed • Respond to complaints and sensitive matters with empathy, professionalism, and a solution-focused mindset • Manage customer safety concerns and complex escalations with urgency, discretion, and detailed documentation • Facilitate fair and objective dispute resolution between customers and service providers • Identify performance concerns and escalate matters to appropriate internal stakeholders • Identify root causes, assess risks, and determine appropriate resolutions • Balance customer satisfaction with operational and business requirements • Identify process gaps, inefficiencies, and operational risks and recommend improvements • Assist with creating, documenting, and maintaining internal workflows and support procedures • Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions • Share customer insights and feedback with stakeholders for continuous improvement • Assist with monthly reporting and operational analysis • Maintain and update records, databases, and internal registers • Support administrative functions and broader team initiatives • Remain flexible and responsive to changing priorities and business needs

🎯 Requisitos

• Minimum 5 years of customer service experience, including phone-based customer support • Minimum 3 years of experience handling serious customer complaints, escalations, or complex service issues • Strong experience working within a fast-paced, high-volume customer support environment • Excellent verbal and written English communication skills • Ability to communicate effectively across phone, email, chat, and SMS channels • Professional phone manner with the ability to build rapport quickly • Strong conflict resolution and negotiation skills • Experience 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 skills • Ability to prioritize tasks and perform effectively under pressure • A solutions-focused mindset with the initiative to identify and implement improvements • A collaborative approach with the ability to contribute positively to team culture • Ability to work independently and make sound decisions in a remote work environment • Comfortable learning and using digital platforms, customer support tools, and new technologies • Experience supporting Australian customers is preferred • Experience supporting UK customers is preferred • Experience working within a marketplace or platform-based business is preferred • Experience using Zendesk or similar customer support platforms is preferred

🏖️ Benefícios

• HMO, Dental, and Life Insurance coverage from Day 1, including one free dependent, with the option to enroll additional dependents • Birthday Leave, Vacation Leave, Medical Leave, and Maternity Leave benefits • Up to 6 Vacation Leave credits convertible to cash upon anniversary • Employee engagement activities including Year-End Party, Family Day, Team Building events, and other company-sponsored activities