Customer Support Agent

Company Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Role

We are seeking a Customer Support Associate to join our team. Customer Support plays a critical role in our brand success, forming the bridge between customers and our Product, Engineering, Marketing, and Sales teams. In particular, Customer Support covers five key functions:

• Enhance Customer Experience: Assist customers and ensure a delightful productive experience.
• Feedback Collection: Gather valuable feedback from customers and effectively communicate it to inform and improve our product roadmap.
• Issue Diagnosis: Identify and diagnose customer issues, and route them to the appropriate team members for resolution.
• Upsell Opportunities: Recognize opportunities where customers could benefit from expanded feature access and proactively initiate upsell conversations.
• Identify Education Gaps: Detect key areas where users need more education and flag these for our marketing and education teams to address.
  
  

This is a critical function, as our high standard of member support and education leads directly to deeper customer relationships and faster growth.

Responsibilities

• Customer Engagement: Respond to inbound customer inquiries, fostering strong relationships and enhancing customer satisfaction.
• Issue Diagnosis: Quickly assess and understand customer questions and issues, providing effective solutions to meet their needs.
• Insight Recording: Document key insights from customer interactions, including feature requests, unmet needs, and potential upsell opportunities.
• Issue Routing: Direct customer issues to the appropriate internal team members for resolution or further consideration.
  
  

Qualifications

• Excellent Written Communication Skills: Ability to articulate ideas clearly and concisely in writing, ensuring effective communication with customers and internal teams.
• Customer-Focused: Demonstrates empathy and understanding in written exchanges with customers, addressing their needs and concerns promptly.
• Responsive and Timely: Capable of managing multiple communication threads efficiently, ensuring prompt responses to both customers and team members.
• Adaptable Tone and Style: Skilled in adjusting writing style to suit different audiences, from professional and technical to friendly and supportive.
• Versatile Communication Abilities: Comfortable using various communication media, including live chat, email, video conferencing, and Slack.
• Adaptability in Fast-Paced Environments: Proven ability to thrive in a dynamic setting, managing interactions with dozens of members each day.
• Productivity in a Startup Culture: Ability to remain focused and productive in a relaxed startup environment.
• Commitment to Improvement: Driven to enhance company performance through product improvements and personal role growth.
• Strong Interpersonal Skills: Exceptional patience, empathy, and dedication to helping others achieve their goals.
  
  

Preferred (but Not Required)

• Experience and Interest with Live Video Demo Interactions: Enthusiasm for engaging with customers through live video to showcase and demonstrate products.
• Social Media Knowledge: Familiarity with platforms such as Pinterest, Instagram, and Facebook.
• SaaS Industry Experience: Experience in the SaaS industry is highly desirable.
• Remote Work Experience: Proven ability to work effectively in a remote team, with strong communication skills across different time zones.
• Digital Communication: Experience with digital communication tools like Slack, Google Meet, etc.
  
  

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.