Customer Support Officer (Childcare industry) - Work from home

Job Description

• Serve as the first point of contact for customers reaching out via email, or chat with inquiries related to enrolment processes, product features, and general software use.
• Manage and resolve enrolment-specific queries, helping users navigate the platform and assisting with setup and troubleshooting.
• Address product feature-related inquiries, offering guidance and support to users in understanding the full functionality of the childcare software.
• Escalate complex technical issues or unresolved inquiries to the onshore customer support team for further investigation, ensuring seamless communication and timely resolution.
• Work closely with the onshore team to provide feedback on recurring issues or areas where customers are experiencing difficulty.
• Collaborate with the product and development teams to stay updated on new features, ensuring accurate and timely information is provided to customers.
• Use your background in childcare or early education to build strong, empathetic relationships with customers, understanding their unique needs and concerns.
• Show empathy and patience in every interaction, ensuring that customers feel heard and supported.
• Maintain accurate records of customer interactions in the CRM system, ensuring all queries and resolutions are logged appropriately.
• Provide feedback to the team about common user pain points and suggest improvements to the product or support process.
• Stay up to date with new product features and improvements to effectively support customers.
• Assist in the development of knowledge base articles, FAQs, and support documentation to empower users to find answers to their queries independently.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• Experience in childcare or early education is highly important to understand the context and needs of the customers.
• Proven experience in a technical and customer support role.
• Excellent verbal and written communication skills, with the ability to explain technical concepts in a clear and empathetic manner.
• Strong problem-solving skills with the ability to troubleshoot issues and find solutions effectively.
• Familiarity with customer support tools and CRM systems.
• Ability to work well in a team environment and collaborate effectively across departments.
• High level of empathy and patience, particularly when supporting customers working in the demanding childcare and early education sectors.
• Experience with SaaS products or software solutions is a plus.
• Ability to manage multiple queries efficiently, ensuring prompt and professional support.

Benefits

As a Twoconnect employee, you get to enjoy the following:  

• Php 40,000-50,000
• Work from Home  
• Work-life balance 
• Shift: Monday to Friday; 6:00am-3:00pm PHT / 9:00am-6:00pm AEST/AEDT 
• HMO benefits  
• Government-mandated benefits 
• Training and Development programmes 
• Employee Engagement Events (company outings, fun activities, quarterly wellness and self-care sessions) 
• Experience working with leading organisations 
• Fun, supportive, and inclusive culture 
• Dedicated Team Managers that look after your development