Email Support Specialist

Job Overview

Phi International is seeking a dedicated and articulate Email Support Specialist to join our team.  As a key member of our support team, you will be the first point of contact for our community, providing timely and professional assistance via email. You will play a crucial role in upholding our reputation and supporting our mission to promote health and well-being through innovative projects and community engagement.

Phi International is an organisation focused on supporting various health initiatives by collaborating with local partners to enhance the quality of life in underserved areas. We emphasise sustainable development and effective health practices to empower communities and improve overall health outcomes. The ideal candidate will be a compassionate and efficient communicator, passionate about contributing to a mission-driven organisation.

Responsibilities

 

• Respond to all inbound email inquiries in a professional, timely, and empathetic manner.
• Accurately identify, troubleshoot, and resolve customer issues and complaints.
• Maintain a comprehensive knowledge of our projects, initiatives, and services to provide accurate information.
• Escalate complex or unresolved issues to the appropriate internal teams for resolution.
• Meticulously document all customer interactions and feedback within our support systems.
• Identify and report on recurring customer queries and trends to help improve our processes and communications.
• Collaborate with other departments to ensure a seamless and positive experience for our community.
• Uphold the tone and values of Phi International in all external communications.

Qualifications

 

• Proven experience in a customer support, helpdesk, or similar role, with a strong focus on written communication.
• Exceptional command of the English language, with outstanding writing, editing, and proofreading skills.
• Excellent problem-solving abilities and a talent for de-escalating sensitive situations.
• Strong organisational skills and the ability to manage a high volume of inquiries effectively.
• Proficiency in using helpdesk software and CRM systems.
• A high degree of empathy, patience, and professionalism.
• A genuine interest in the health, well-being, or non-profit sector is highly desirable.

What We Offer

 

• A competitive hourly wage of $21 - $32 USD, commensurate with experience.
• The opportunity to work within a purpose-driven organisation making a tangible impact on community health.
• A supportive, collaborative, and positive work environment.
• Opportunities for professional growth and development.