Qualifications

Min. Work Experience

3 years

Educational Attainment

Vocational Course

RESPONSIBILITIES:
 
Your core responsibilities will include:
 
  • Answering tickets (emails) via ZenDesk as thoroughly and accurately as possible without relying on canned responses.
  • Composing customized, complete, and well-thought out emails tailored to the customer’s specific circumstances as needed, with a positive, enthusiastic, helpful, and empathetic approach.
  • Investigating root causes and advocating solutions for the customer issues, and documenting these findings.
  • Continuous learning of the processes, and any subsequent updates or changes.
  • Adhering to the set schedule, adjusting for business needs such as coverage for teammates or gaps, transitions, and any required overtime.
  • Escalating out-of-scope issues to the appropriate person or team after exhausting all efforts within customer support.
  • Troubleshooting simple errors and reporting site issues and bugs to our engineering/developer teams.
  • Contributing to and updating content in our internal and external knowledge base.
  • Presenting your own ideas for the improvement of the customer experience to the Flippa team.
 
Cultural:
 
  • When thinking about requests, tickets, etc. start from the perspective of the user and work backwards. Act as their champion and Flippa’s advocate. Always ask, “How can I help make things better for this user?”
  • Always try to do the right thing. Own up to and correct mistakes, even when no-one would notice. Build trust with users, colleagues, and everyone else.
  • Deliver results. Quality is the priority, but it is better to deliver empathy and willingness to help if we are not able to give the customer what they want.
  • Approach everything with a growth mindset (no ego). Always be learning and helping others to learn. Embrace challenges, take risks, and don’t be afraid to fail.
  • Innovate and simplify - encourage innovation and a focus of simplifying our technology, user experiences, and internal processes.
  • Be self-critical - know when you have done something that is less than great and work to improve.
  • Blameless - concentrate on correcting problems, coaching, and mentoring, not on assigning blame.
 
REQUIRED QUALIFICATIONS:
 
To be successful, you must have:
 
  • Exceptional written and spoken English communication skills. (Grammar Nazis are more than welcome!)
  • Empathy and patience for dealing with difficult customers.
  • Excellent problem solving skills and be detail oriented.
  • Experience with Google Analytics, Atlassian products like JIRA and Confluence, Whois, and ZenDesk is a huge plus.
  • Flexibility to adjust, openness to learning, and commitment to schedules and deliverables.
 
To learn more about how we operate please visit our website here: www.zigzagmedia.ph
 
To learn more about how much fun we like to have please visit our Facebook page:  https://www.facebook.com/ZigZagMedia/
 
Here is our ZigZag careers Facebook page to stay up to date with recruitment: https://www.facebook.com/ZigZagCareers/

Skills Required
Exceptional written and spoken English communication skills (Advanced)
Problem Solving skills (Advanced)
Google Analytics, JIRA, Confluence, Whois, Zendesk (Intermediate)
Job Description

ZigZag Media is looking for the most talented Customer Service Email Specialist to join our team! 
 
You will be working for our client Flippa
 
Flippa is the entrepreneur’s marketplace and the number 1 marketplace in the world for buying and selling online businesses.
 
The success of Flippa is supported by the passionate people that make up the team here; from software development to customer support and assisted sales, our job is to ensure that our users find the best entrepreneurial opportunities available. Flippa is part of the large and nurturing SitePoint family of web start-ups that include 99designs, Influx.com as well as SitePoint.com. We have offices in Melbourne, Australia and Metro Manila, Philippines.
 
Learn more about them here: https://flippa.com/
 
IDEAL CANDIDATE
 
At Flippa, we love our customers and recognise that providing them an awesome experience is critical to our success. Our customers are business owners and potential business owners who are trading their online businesses as a whole or, at times, specific assets.
 
This is not your usual Customer Service position. Given that Flippa is a customer-to-customer marketplace, where the product is offered by the business owner (the seller), providing stellar support is more challenging than a traditional business-to-customer set up. Our product is the platform and our customers are buyers and sellers and we need to support all three and combinations of issues involving these factors.
 
You will be a part of the team that is the first point of contact for both buyers and sellers; you will be responsible for representing Flippa, making a great impression to our users so that they trust using Flippa as a platform and mediate between trading partners if needed.
 
We are looking for someone with the smarts and the skills and is up for the challenge!
 
WHO YOU ARE
 
  • You live and breathe customer service and are able to anticipate customers’ needs.
  • You love working hand in hand with customers and helping them achieve success.
  • You enjoy discovering and learning on your own, without classroom training.
  • You prefer to take ownership of cases to resolve them in the first instance rather than redirecting the customer elsewhere outside of their control.
  • You enjoy working as part of a team but can work with little to no supervision and can manage your own time and workload.
  • You thrive working in a global team and enjoy the challenge of making many customers happy at once.
  • You enjoy collaborating with other areas of the business (product, marketing and account management teams) to improve the customer experience.
  • You possess strong attention to detail and picks up things that other miss.
  • You are not afraid to assert ideas, ask questions, or flag issues - big or small.
  • You want to be part of a company achieving great things and contribute to that growth.
If this sounds like you, let’s chat!

Job Details

Job Location

Pasig City, Metro Manila

Employment Type

Full-Time

Job Category

Customer Service

Work Schedule

Day Shift

Position Level

Staff

BPO

501-1000 Employees

Mon - Fri, 07:00 AM - 04:00 PM

Information not available

ZigZag started over 7 years ago as a back-office support in Manila for our Advertising Agency in Brisbane. We started with web developers, graphic designers, data miners and customer care support.

ZigZag has created a fully serviced office for businesses who are ready to grow offshore. There isn’t just one fit for all businesses, so we offer A-Z of offshoring to best suit your business.

We have 40+ Offshoring clients with over 320 staff supporting businesses in Australia, New Zealand, USA, UK, Singapore, China, Hawaii and Japan.

We are focused on providing value to our clients by offering quality staff who are English proficient professionals with specialised skills.