Customer Support Officer - Work From Home

Highlights

Full-time employmentDay shift, Mondays to FridaysSaturday - Sunday offHMOGovernment-mandated benefits

Responsibilities

You will play an important role in

As frontliner, answering customer enquiries about products and services through a variety of channels such as phone, live chats, online messages, or emailsCreating customer support tickets to track and monitor progress on resolving customer queriesTroubleshooting and handling questions on set-up, configuration, and maintenanceFollowing escalation channels as directed and specified by the companyRedirecting customers to the appropriate department for escalated handlingActively seeking out answers for customers as required by the support enquiryEscalating customer complaints or issues to the appropriate support teamUpdating records of customer interactionsProviding general customer support as the need arisesEnsuring inbound and outbound communication reflects the best of the companyPerforming other position level duties as they arise

Requirements

To succeed in this role, you will need to have/be

Bachelor's degree in any related fieldMinimum 3-5 years experience in technical support or a similar roleCustomer centricFamiliar with customer relationship management (CRM) software and ticketing toolsThe ability to investigate scenarios and provide solutions to problemsLearn new skills quickly with sharp attention to detailWork with minimum supervision and be a self-starterExcellent written and professional English communication skillsExcellent problem-solving skillsAbility to work well within teamsCan-do attitude with a passion for learningTakes initiative and is self-motivated

Twoconnect is an Australian business process outsourcing company focused on providing custom offshore staffing solutions.  We are driven by a culture of professionalism – we will conduct each aspect of our business with the highest level of conduct and customer care.  Our employees are treated in the highest regard with bonus and incentives structures in place to ensure as we grow, so do our staff.