Providing timely, accurate and high-quality customer service to customers, via phone and email.
Providing resolution to all general inquiries and account management information on services.
Creating a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority.
Ensuring accurate information is recorded within our customer relationship management system (SSAMS).
Performing administrative activities to support the provision of service delivery.
Achieving KPIs, agreed service levels and target Net Promoter Score (NPS).
Executing on all responsibilities in a way that is consistent with Smartgroup’s vision and values.

Strong verbal and written communication.
Customer-focus
Resilience
Demonstrated accountability and follow through to see customer issues are resolved.
Attention to detail and accuracy.
Excellent time management and ability to multi-task
Initiative and improvements orientated
Self-starter
Able to work in a fast-paced environment
Able to understand and articulate technical information
At least 12 months + experience working in a customer service role, ideally in a contact centre or frontline service environment.
Demonstrated working experience in a result-oriented and quality focused environment.
Experience with lead generation/referral (advising customers of benefits/products) or able to demonstrate confidence or capability in lead generation.

You’re Valued. You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
You’ll Grow. From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
You’ll Belong. We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
You’ll Work in Style. Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
You’ll Work with Global Brands. We match you with top international clients where you’ll work directly with their teams and make a real impact.

Customer Service Consultant

Key skills