Customer Service Representative (AU Voice Account | Onsite in Ortigas)

We are looking for a proactive and customer-focused Customer Service Representative to support our Australian client in delivering excellent service across multiple channels – phone, email, and live chat. The ideal candidate is empathetic, solution-oriented, and has previous experience supporting Australian customers in a remote or BPO setting.

You’ll be responsible for handling inquiries, resolving issues, and ensuring a smooth customer experience from start to finish.

Responsibilities

• Respond to customer enquiries via phone, email, and live chat in a professional and timely manner
• Assist customers with product or service-related questions, order updates, troubleshooting, or general support
• Accurately document customer interactions and update CRM or ticketing systems
• Identify recurring issues and escalate to the appropriate internal teams
• Follow standard operating procedures and meet service level KPIs
• Maintain a positive, customer-first attitude in every interaction
• Collaborate with internal stakeholders to improve service delivery where needed
  
  

Qualifications

• Minimum 2 years of customer service experience, preferably supporting Australian clients
• Strong written and verbal communication skills in English
• Experience handling multi-channel support (chat, email, and phone)
• Comfortable using CRM or ticketing tools (e.g. Zendesk, Freshdesk, HubSpot)
• Excellent problem-solving skills and ability to remain calm under pressure
• Ability to work independently and as part of a remote or offshore support team
• Strong attention to detail and commitment to delivering quality service