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

Originally posted on Himalayas

Customer Success Specialist | Morning Shift | WFH at Platinum Outsourcing