Customer Support Specialist – Zendesk

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Staff Domain

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

📦 Logistics

🏥 Healthcare

📣 Marketing

Logistics • Healthcare • Marketing

Staff Domain is a company dedicated to helping individuals build fulfilling careers by providing a dynamic and supportive work environment. With offices in various locations including Australia, the United States, the Philippines, and South Africa, Staff Domain focuses on connecting job seekers with opportunities that align with their personal and professional goals.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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