Customer Support Specialist (AU Mortgage Broker, Hybrid)

• Minimum 2 years of experience in customer-facing positions in customer support/service or help desk roles, preferably within financial related industry.
• Lending Experience (preferably consumer-facing or phone), preferably in Australian Mortgage
• Excellent customer service skills and interpersonal skills with a “Can Do” attitude.
• Strong analytical and problem-solving capabilities.

• Responds to inbound calls within an acceptable time frame.
• Resolve inquiries efficiently while addressing the core problem to solve for the customers.
• Make outbound calls where necessary to address customer issues.
• Adopt a “First Time Right” mindset to ensure the inquiry is resolved on the spot where possible.

• Manage a queue of tickets with competing priorities.

• Investigate, action, or triage tickets through the use of outbound calls, emails, or chats.
• Escalate tickets when appropriate and with all relevant information, to the relevant internal team or 3rd party partner.
• Provide consistent and regular updates to Customers on any active issues as per SLA's.

• Hybrid (1x day/ month, Office-based)
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

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