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Customer Support Specialist - Zendesk (Marketplace) | UK | WFH at Staff Domain Inc. · web2uaApply on the original site
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- Category: Technology
- Location: Ortigas, Alabang, Pampanga, or Cebu National Capital Region (Manila) Philippines
- Setup and Location: WFH
- Work Schedule: UK Time | 3:00 PM - 12:00 AM PH Time
- Employment Type: Full-time
- Ready to Do Work That Actually Excites You?
- Join a growing marketplace business as a Customer Support Specialist supporting both end users and business partners.
- Deliver exceptional customer service across phone, SMS, email, and messaging channels.
What You'll Do
- 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 appropriately based on customer needs.
- Communicate clearly with customers who may have varying levels of English proficiency or familiarity with booking processes.
- Adapt communication style and tone depending on the customer type and situation.
- Maintain fluent and professional written and verbal English communication.
- Demonstrate familiarity with Australian and UK customer service expectations and business etiquette.
- Represent the business positively in all customer interactions 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 the appropriate internal stakeholders when required.
- Apply critical thinking to identify root causes, assess risks, and determine appropriate resolutions.
- Balance customer satisfaction with operational and business requirements when making decisions.
- Take ownership of outcomes while recognizing when escalation or collaboration is necessary.
- Identify process gaps, inefficiencies, and operational risks and proactively recommend improvements.
- Assist with the creation, documentation, and maintenance of internal workflows and support procedures.
- Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions.
- Share customer insights and feedback with stakeholders to support continuous improvement initiatives.
- Assist with monthly reporting and operational analysis activities.
- Maintain and update records, databases, and internal registers.
- Support administrative functions and broader team initiatives as required.
- Remain flexible and responsive to changing priorities and business needs.
- Perform additional duties as reasonably requested to support team objectives and operational effectiveness.
Requirements
What You Bring
- 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.
Key Skills
Customer Service Excellence
Phone-Based Customer Support
Complaint Resolution
- Escalation Management
- Conflict Resolution
Negotiation Skills
- Professional Written Communication
- Professional Verbal Communication
- Australian Customer Support
- UK Customer Support
- Critical Thinking
- Decision Making
Problem Solving
Process Improvement
- Administrative Support
- Data Entry Accuracy
Time Management
Attention to Detail
- Remote Work Capability
- Adaptability
Team Collaboration
- Customer-Centric Mindset
- Zendesk
- CRM Systems
Benefits
Why You’ll Love Working Here
- 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.
Let's Talk
- If this opportunity sounds like the right fit for you, we'd love to hear from you.
- Apply today and take the next step in your career with a supportive and growing team.
- Details
- Originally posted on Himalayas
