ABOUT ACCESS OFFSHORING:
At Access Offshoring, we connect great talent with great businesses to enable growth and transform futures. We specialize in building offshore teams in the Philippines that deliver capability, cost savings, and scalability for Australian companies.
With a vision to become the most well known offshore recruiter in Australia, we don't just fill roles: we partner with businesses to design scalable, sustainable workforce solutions that drive growth and innovation.
POSITION SUMMARY:
Access Offshoring is looking for a proactive Account Support Officer to join our growing Account Management team. This is a varied, fast paced support role at the heart of the client experience. You'll help keep our Australian client accounts running smoothly, working closely with a group of Account Managers to make sure nothing falls through the cracks.
You'll be a first point of contact for client inquiries, own our shared support inbox and ticketing system, coordinate surveys and reporting, and help spot potential issues before they grow into bigger problems. It's a great opportunity if you enjoy structure, like solving problems, and want to build a career in client success or account management.
You'll thrive in this role if you enjoy working at pace in a metrics driven environment. You'll be based in the Philippines in a hybrid working arrangement, supporting Australian clients during Australian business hours. We offer a competitive salary package based on experience.
KEY RESPONSIBILITIES:
1. Client Support & Ticketing
- Own the first line management of client support tickets and the shared account support inbox
- Acknowledge inquiries within the agreed service standard and provide clear, professional and consistent communication
- Investigate issues before escalating, gathering the relevant facts and checking with the right internal team
2. Onboarding & Offboarding Support
- Support the backend account setup and administration involved in client onboarding
- Maintain onboarding and offboarding checklists, documentation and internal tracking
- Flag missing information, delayed actions or risks to the Account Manager
3. Surveys & Client Requests
- Administer satisfaction surveys, tracking completion and collating results clearly
- Flag concerning feedback, repeated themes or missed responses to the Account Manager
- Coordinate routine client requests, such as recognition, milestones and travel, working with the relevant internal teams
4. Proactive Account Monitoring
- Regularly review account information, tickets, surveys and other data to spot gaps, delays or emerging concerns
- Flag potential client dissatisfaction, placement risk or recurring issues to the Account Manager
- Notice potential account growth opportunities and bring them to the Account Manager's attention
5. Investigation & Reporting
- Gather and verify information about client issues, preparing clear summaries of the facts and recommended next steps
- Prepare routine account reports and survey summaries that are accurate and easy for Account Managers to use
- Liaise with internal teams to clarify status, obtain documents or understand the cause of an issue
6. Collaboration & Operating Standards
- Work closely with Account Managers, Sales, Recruitment, HR and Leadership to support a great client experience
- Keep account information accurate and up to date, escalating any gaps you can't resolve yourself
- Follow agreed workflows and service standards, and suggest improvements where you spot a better way of doing things
WHAT SUCCESS LOOKS LIKE:
- Client inquiries are acknowledged quickly and handled with care, so nothing sits unresolved
- Account Managers trust you to flag the right things at the right time
- Surveys, reports and routine client requests are delivered accurately and on schedule
- You catch small issues early, before they affect the client experience
- You're seen as a dependable, go to person across the accounts you support
Requirements
Essential
- 1 to 3 years experience in client support, customer service, account coordination or a similar service based role
- Strong investigation and problem solving skills, with the confidence to gather the facts before you escalate
- Excellent written communication and the confidence to engage professionally with clients and colleagues at every level
- High attention to detail, reliability and follow through, with the ability to manage multiple requests and priorities at once
- Comfortable working in a disciplined way within strong systems and processes, and confident using them consistently day to day
Desirable
Bonus points if you have:
- Experience managing a shared inbox, ticketing system or a high volume of service requests
- Experience using a CRM or help desk platform
Benefits
Here at Access Offshoring, we believe in more than finding our clients the right candidate. We believe in the human perspective. We believe in our candidates and their dreams. We believe in finding the right role for you. We are committed to working for you as much as we work for our clients.
Access Offshoring is dedicated to saving business owners 2,000,000 hours by 2031 and we need your help. Transforming the way businesses operate, we connect great businesses with amazing offshore talent.
We recognise that we often get more done in our own designed workspace, so Access Offshoring offers a complete work from home model. Yep – that’s right, 100% work from home. But wait there’s more.
Here are just some of our benefits:
- Australian clients and Australian hours (giving you great experience and an early finish!)
- Work Allowance
- HMO for you AND a dependent
- 20 Days Annual Leave and 5 Days Sick Leave
- Government Statutory Benefits
- 13th Month Pay
- Computer Equipment
- Opportunities for growth
- And of course, a competitive salary
