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Customer Support Specialist - APAC

Voyager Portal

Voyager Portal

Customer Service
Philippines
Posted on Thursday, May 23, 2024

About Voyager

Voyager Portal is a Demurrage & Voyage Management platform that helps some of the biggest traders and manufacturers in the world reduce and optimize shipping costs.

Picture the work of an Oil manufacturer managing its maritime supply chain. This involves dealing with a network of shipping companies, cargo handling facilities, ports, and customs & regulatory agencies, ensuring all financial and logistical indicators are in order. With Voyager, chartering and demurrage teams can increase operational performance by automating manual tasks, connecting all their counterparties in one platform, and using real-time insights to reduce significant voyage costs such as freight and demurrage.

Qualifications:

  • A minimum of 2 years of experience in customer support.
  • Stellar communication skills.
  • Proficiency in English; multilingualism is advantageous.
  • A deep-rooted curiosity and zeal for continuous learning.
  • Organizational acumen with a keen eye for details.
  • Adaptability to changes in a fast-paced, dynamic environment.
  • Empathy and patience are essential for dealing directly with a diverse client base.
  • Prior experience in early-stage tech companies is highly desirable.

Bonus if you have:

  • Proficiency in Mandarin and/or other languages
  • Maritime experience
  • Basic knowledge of SQL/database management

Key Responsibilities:

  • Address customer inquiries promptly through phone, email, or chat.
  • Guide customers in leveraging specific platform features.
  • Offer operational support to third-parties, customer partners and stakeholders.
  • Report and analyze product malfunctions, even via user impersonation tests.
  • Maintain our internal databases with tech issues and customer interactions; elevate technical concerns to relevant teams.
  • Proactively reach out to customers facing complaints, following up to ensure technical issues are resolved.
  • Convey customer feedback to Product, Sales, and Marketing teams.
  • Coordinate new report requests with the Data Insights and Implementation teams.
  • Keep customers informed about new platform features and updates.
  • Master the intricacies of product configuration and setup.
  • Assist in training junior team members.

Compensation & Benefits

  • Competitive salary based on performance and experience
  • Salary paid in USD
  • Stock options

Other Perks

  • Generous annual leave policy
  • Global travel annually to our company All Hands (Previous events in Portugal, USA, Argentina, Panama and Chile)
  • Monthly healthcare and technology allowances
  • Flexible working arrangement
  • International colleagues