Job Description
This is a fixed-term employment contract from June to September. The role may be extended or converted into a regular position depending on performance and business needs. Comprehensive training and continuous support will be provided. Our Remote Customer Service Representative position offers a great opportunity to join a supportive team focused on helping our customers and providers have a smooth, positive experience. You’ll handle calls, chats, emails, and callbacks while guiding users through app navigation, payments, scheduling, and service questions. We’re looking for someone who brings strong communication, patience, and problem-solving skills, and who enjoys delivering great service in a fast-paced environment.
What You’ll Do
- Handle inbound calls, callback queues, chats, and email support.
- Manage 300+ weekly contacts (customer + provider support).
- Assist with app navigation, payments, scheduling, and service issues.
- Deliver high-quality service, meet performance expectations, and maintain policy compliance.
- Ensure strong communication, de-escalation, and issue resolution.
Work Schedule
Operations run Monday–Friday, 6:00 AM–10:00 PM CST and Saturday–Sunday, 7:00 AM–6:00 PM CST.
You will render a minimum of forty (40) hours of work per week or as may be required by the operational schedule.
- Schedules may rotate and will fall within the company’s hours of operation.
- Shift changes may be made depending on business requirements, with 1–2 weeks’ advance notice.
- The role may be placed under a Compressed Workweek (CWW) or rotating schedule in accordance with DOLE rules.
- Standard hours may exceed eight (8) hours/day when under an approved CWW without counting as overtime.
- Overtime, holiday pay, and rest-day premiums will follow Articles 87–90 of the Labor Code.
What We’re Looking For
- Strong empathy and active listening
- Skilled in de-escalation and rapport building
- Problem-solving ability using available tools
- Reliable, adaptable, and consistent with schedules
- Receptive to feedback and coaching
Qualifications
- High school graduate; some college preferred
- Excellent English communication
- Minimum 1 year of BPO support experience for U.S. customers
- Zendesk or CRM/VoIP knowledge is a plus
- Comfortable with Google Suite
Technical Requirements
Desktop/laptop with camera (Core i5, 8GB RAM minimum), dual monitors, noise-canceling headset
Stable Ethernet connection (50mbps for download and 25mbps for upload)
Backup internet connection with the same speed requirement (e.g. mobile data or secondary ISP)
Backup power source (e.g. UPS or generator) in case of power interruptions
Noise-canceling headset or headphones with a microphone
A quiet, dedicated workspace free from distractions
Base Salary: Php 38,200/month
I ncentive Pay: Up to Php 115/hour (performance-based)
Statutory benefits (SSS, PhilHealth, Pag-IBIG, 13th month pay, taxes)
DOLE-mandated holiday pay and night differential
Work in the comfort of your own home
