Customer Success (Service) Associate

Discover your 100% YOU with MicroSourcing!

Position: Customer Success (Service) Associate
Work setup & shift: WFH

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:
As a Customer Success (Service) Associate, you will:

• Responsible for the day-to-day support of our customers to ensure that they are able to fully benefit from the power of Zeller’s suite of tools and services.
• This position will be responsible for delivering outstanding customer service to Zeller’s customers who operate outside of standard business hours.
• You will be a part of a small and passionate team, and be nimble and driven to deliver a better experience for Australian businesses.
• You will need to be empathetic to business pain points, understand the perspective of the customer, and be comfortable communicating across multiple channels which include phone and email.
• Your day-to-day engagement with our customers will be across technical support and general inquiry resolution.
• You will work alongside an Australian based team, and be responsible for a seamless transition in operations and customer service.
• You’ll also help identify customer trends, needs and preferences to ensure that these are considered with our Product teams to build relevant features and products.

What You Need:
Non-negotiables

• With strong knowledge about FinTech in a call centre environment. Ideally, someone who's had experience in a more senior role.
• Supporting out-of-hours, day to day engagement with Zeller’s customer base via phone, and email, covering:
• Technical support ranging from hardware and software support to account configuration and management
• Escalations between operational functions such as the Risk and Compliance teams, and Finance Operations
• Internal support to other Customer Success Team members to help resolve issues quickly for customers
• Becoming the subject matter expert and establishing the function’s centre of excellence for product usage and support knowledge
• Hardware fulfilment handling and supply chain support
• Shift hand over to enable seamless support of Zeller’s customers
• Escalation of urgent / priority cases on shore during out-of-hours operations

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply