Customer Communication & Engagement Specialist

Company Description

Who are we?

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavour to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Why work with TSA?

• Competitive Salary Package + HMO coverage with free dependent + Life Insurance Coverage
• Our #TSAWays are what we are all about. Think of them as the vibe!
• Join a company that promotes from within – work your way up and across the business
• Comprehensive training, with ongoing coaching and development
• A vibrant and rewarding recognition program - We love to celebrate our people! 
• We are proud of our fun, friendly and supportive team environment
  
  
  

Job Description

Responsibilities

Responsibilities

Our Customer Communication & Engagement Specialists are responsible for ensuring an outstanding service experience across our Social Media channels, for customers interacting with us in a private message. Timely, easy and personal service is the goal, striving for first contact resolution for all interactions. Social is a channel we want to build on and grow, offering customers more options to obtain service from us. Typical enquiries include:

Respond and resolve customers concerns to ensure a balance between optimum outcomes for the customer and the business in accordance with brand values, company standards and service levels.

Ensure an efficient service experience that is personal and empathetic, striving for first contact resolution and a reduction in repeat contact – solve the customers enquiry first time round!

What will a normal day look like?

• Working with other departments to achieve a resolution
• Receive and assess customers queries across all Social Media channels
• Understand the customers concerns to determine the most appropriate approach for resolution
• Making decisions based on customer enquiries and intercept any potential issues
  
  
  

Qualifications

Core Competencies:

• A Great Character - respectful, open, honest, transparent and authentic, with integrity
• A Strong Communicator - personable as well as articulate, both oral and written
• Driven - no task is too big
• Technically Savvy - can navigate multiple systems at once
• Organised - you are always two steps ahead Engaging - people love interacting with you
• Resilient - you bounce back from difficulties
• Collaborative - you love working with and learning from others
• Flexible - you work arou requests to ensure results are delivered first time, every time
  
  
  

Basic Qualifications

• Experienced Operator - you have a minimum of 6 months experience (CSR/Tech) in a BPO/shared services industry
• Previous Social Media experience, with a focus on asynchronistic messaging
• Previous written customer communication experience
• Airline industry experience an advantage
  
  
  

We have opportunities commencing in November 2023 until the end of the year so are ready when you are!

Hit the “I'm Interested” button to apply today!

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Additional Information

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Philippines Office Address

14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300