Customer Support Officer | Dayshift | Remote
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AI Summary
ZigZag is looking for a Customer Support Officer to join our team!
About our Client
Our client is an ASX-listed B2B SaaS company, who pride ourselves on being the leading provider of a cloud-based procurement platform that brings together buyers and suppliers in a seamless digital ecosystem.
Their innovative technology simplifies and streamlines supplier management and procurement processes, empowering our clients to drive efficiency, reduce costs, and accelerate project timelines.
About the role
We're looking for a Customer Support Officer to join our team in Manila. This is a great opportunity to get your foot in the door of a scaling tech business. Reporting to the Head of Support, this role will be responsible for being the first line of contact for our users who are looking for assistance in managing and navigating their accounts.
In this position you will help clients navigate our software, resolving their queries, and ensuring they receive the best possible experience with Felix. With ample opportunities for learning and growth, we’ll support you as you become a product expert and contribute to our ongoing success.
Day to day your responsibilities will include:
Deliver outstanding customer support via email, chat, and phone, embodying Felix's commitment to excellence.
Ensure all tasks are completed within service level agreements (SLAs) to maintain high service standards.
Gather and analyse customer feedback to help build a better way forward, communicating insights to internal teams.
Support the development and upkeep of training documentation to empower both customers and team members
Contribute to the creation and enhancement of Help Centre resources, including help articles, FAQs, guides, and video content.
Skills and Experience
A quick learner, able to master new systems and tools, with a genuine interest in software.
Strong written and verbal communication skills, with the ability to build rapport and trust with customers and team members alike.
A collaborative spirit, capable of working both independently and as part of a multi- region team.
A proactive problem-solver, curious and committed to continuous learning and improvement.
Thrives under pressure, maintaining focus and delivering results even in challenging situations.
ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.
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