Zendesk Triage Specialist (Project-Based - Hybrid)

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About The Client

Our Client is an expense, travel management, accounts payable, and payments solutions company trusted by more than 12 million professionals, including CFOs and finance teams, travel managers, and business travelers. More than 20,000 organizations in 120 countries, from Global 2000 corporations and small-medium businesses, to public sector agencies and nonprofits, count on them to manage expenses with ease, providing user-friendly tools and personalized support.

About The Role

Our client seeks Zendesk Triage Specialists who will play a crucial role in supporting the Collections team by efficiently managing and prioritizing customer inquiries submitted through the Zendesk ticketing system. This project-based position requires a highly organized and detail-oriented individual with excellent communication and problem-solving skills. The Specialist will work closely with the Collections Manager and team members to ensure timely and accurate resolution of customer billing and collection issues.

Key Responsibilities:

• Triage and categorize incoming Zendesk tickets related to billing and collections, ensuring accurate routing and prioritization.
• Provide prompt and informative responses to customer inquiries, resolving issues whenever possible and escalating complex cases to appropriate team members.
• Accurately update ticket information and track progress to ensure timely resolution.
• Collaborate with the Collections team to identify and implement process improvements for efficient ticket handling.
• Maintain a high level of customer satisfaction through courteous and professional interactions.
• Adhere to strict data privacy and security guidelines.
  
  
  

Qualifications:

• At least 3-4 years of experience in customer service or technical support roles with a strong understanding of billing and collections processes.
• Excellent written and verbal communication skills.
• Proficiency in using Zendesk or similar ticketing systems.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.
• Flexibility to adapt to changing priorities and work under pressure and deadlines.
• Can work flexibly and be available to overlap in US time zones as needed to ensure effective communication, collaboration, and to get things done.
• Able to work effectively in a hybrid work setup.
• Can work with a high level of integrity and work ethics.