Platinum Outsourcing is one of Australia's fastest growing companies, we are a co sourcing BPO – operating out of both the Philippines and Indonesia. We are a fast growing scale-up, opening our first offices in the Philippines only 4.5 years ago, currently a global team of 250, we have plans to expand to 500+ employees over the next 3 years.
Our client is growing their remote team here in the Philippines. They have built smart and affordable work health and safety management software designed specifically to deliver a sustainable and effective safety program over time.
They are seeking a Customer Success Specialist to be the first point of contact for customers, managing high-volume enquiries, check-ins and admin through defined processes. Supports Customer Success and Sales by taking on repeatable coordination work.
Core scope
- Enquiries and triage: Monitor inboxes, acknowledge, route and schedule responses
- Customer check-ins: Run scripted check-ins and capture outcomes
- Admin tasks: Process standard requests (e.g. licence changes) via workflows
- Customer support: Direct customers to approved resources or internal teams, uncover/identify opportunities for licence expansion
- CRM hygiene: Keep records, notes and handovers accurate and up to date
Boundaries
- Non-advisory, non-sales role
- No consulting, pricing decisions, negotiation or WHS advice
- Work within SOPs, scripts and escalation pathways
- Escalate anything requiring judgement or outside standard process
Success measures
- Fast response and correct triage
- Timely completion of standard tasks
- Check-ins completed and documented
- High-quality CRM records and adherence to process
Profile
- Health and Safety experience (direct/indirect) is highly desirable – means they will more likely get the client
- Strong customer service and communication skills
- Highly organised and process-driven
- Comfortable with CRM - Zoho, help desk, outbound calls and Microsoft 365 tools
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