Customer Success Specialist | Morning Shift | WFH

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