Senior Customer Support Agent - Philippines/SouthAfrica

Do you want to make a positive impact and directly contribute to the improvement of remote working for companies around the world? Are you a people person who loves to help people? Continue reading to see if this Senior Customer Support role at Workwize is something for you!

Start date a.s.a.p. 40 hours per week 4pm until 12am.

At Workwize, we’re revolutionizing how businesses support their global teams.
The rise of a global workforce has enabled companies to access a broader talent pool but has also brought logistical challenges, such as local vendor availability, timely laptop delivery, equipment management, and local retrieval and storage.
Workwize’s SaaS platform, integrated with suppliers and warehouses worldwide, simplifies and automates the deployment, management, and retrieval of IT hardware for distributed teams. Currently, Workwize facilitates fast, local deliveries in 100+ countries, supporting the IT lifecycle for over 25,000 users and managing 100,000+ devices globally.

Your role

You will join our team in the Philippines, with a possibility to work hybrid between our office in Baguio and your own home.

You will have an opportunity to become strategic, adaptable professional with a whole new set of skills that will be beneficial to your career. Your role will include but not limited to:

• Assist in managing a customer support team who handles queries via chat and email. You will guide these agents on a daily basis
• Complete process analysis to improve the way the team works on tasks, alongside help the team to identify and implement new processes
• Assist on completing team projects per quarter
• Have a direct impact on client issues and autonomously handle high level questions
• Provide the best service to users and create an outstanding experience for all our clients and their employees

Who are you?

• Empathetic and compassionate
• Proactive and confident to deal with conflict situations and high escalations
• Ability to work on your own and manage a team
• Not afraid to take on challenges
• Great eye for processes and ways to find solutions and improve tasks
• Honest and transparent

Your skills

• 5+ years of customer support experience
• Advanced speaking/writing in English
• Microsoft Office (Word, OneDrive, Excel, Etc.)
• Able to generate reports and analyze customer support processes
• Advanced computer skills
• Experience with Zendesk is a plus!

What do we offer you?

A position in a young and fast-growing company where human resource is its biggest asset. You will be part of a diverse team and we’ll provide you with training and opportunities to expand your skillset.