Customer Support Representative (Australian Client/Day Shift)

About Brainbox

Brainbox is different from every other BPO.  It’s not just the amazing culture, strong brand, loyal customers and talented staff - it is deeper than that.  The Brainbox core value of ‘Always Be Kind’ is embedded in every policy, decision, and every day.  We develop our people, and the Philippines management team is all Filipinos.  Everything we do aims to provide people with a work culture that helps them improve every single day. From unlimited training to HMO benefits from day 1, we want our people to love what they do and become the best versions of themselves.

We at Brainbox are looking for a Customer Support Officer who can respond to customers' inquiries accurately and timely. 

Qualifications

• Bachelor’s degree or any relevant industry qualification


• At least 3-5 years of experience as a CSR


• Must have the ability to manage inquiries, resolve complaints, and provide information effectively


• Has a high level of accuracy when handling student requests, particularly around RTO requirements and compliance standards


• Previous experience in the RTO industry is a plus

Attributes

• Process and detail-oriented


• Methodical approach to tasks and process


• High level of attention to detail


• Strong English comprehension, both written and verbal


• Takes direction and instruction in a positive manner

Duties and Responsibilities

• Handling incoming calls – course advisor and student support


• Handling live chats on website


• Creating leads in CEM


• Sending emails including course guides from templates from CRM


• Taking attendance and follow-up calls for attendance


• Handling enrolment-based support tickets, extensions, etc.


• Handing academic-based support tickets – common queries database, etc.


• Nurturing lost leads


• Nurturing and processing enrolments for allocated courses
  


• Facebook group moderation and other ad hoc marketing tasks


• Other duties as defined from time to time

Software

• Moodle


• Zoho CRM


• PowerPro

Perks

• Attractive and competitive salary


• Tenure-based and Performance-based incentives


• Paid time off


• Day shift


• Unlimited cash incentives for hired referrals


• Engagement and Recognition programs


• HMO on day 1


• Work-life balance with a 37.5h week and free weekends


• International career growth and clients


• Opportunities to travel abroad


• Modern air-conditioned offices, located along MacArthur Highway (easy public transportation access), near residences, malls, and restaurants


• Fun and inclusive working environment and great working culture


• Dedicated local support with local Management, HR, onboarding, payroll, and ICT


• Access to unlimited training and micro-competencies to advance your skills

This role is subject to a number of skills and possible online practical tests.
This position is an onsite role at our Pampanga office. Candidate must be willing to work on-site.