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 scopeEnquiries and triage: Monitor inboxes, acknowledge, route and schedule responsesCustomer check-ins: Run scripted check-ins and capture outcomesAdmin tasks: Process standard requests (e.g. licence changes) via workflowsCustomer support: Direct customers to approved resources or internal teams, uncover/identify opportunities for licence expansionCRM hygiene: Keep records, notes and handovers accurate and up to dateBoundariesNon-advisory, non-sales roleNo consulting, pricing decisions, negotiation or WHS adviceWork within SOPs, scripts and escalation pathwaysEscalate anything requiring judgement or outside standard processSuccess measuresFast response and correct triageTimely completion of standard tasksCheck-ins completed and documentedHigh-quality CRM records and adherence to processProfileHealth and Safety experience (direct/indirect) is highly desirable – means they will more likely get the clientStrong customer service and communication skillsHighly organised and process-drivenComfortable with CRM - Zoho, help desk, outbound calls and Microsoft 365 toolsOriginally posted on Himalayas