Appointment Specialist — Customer Experience Pro

Ibex Limited; Manila; Vor Ort; PHP 240.000 - 360.000; Vollzeit

Zusammenfassung

Ibex Limited is seeking a Customer Service Representative in Manila to act as the first point of contact for customers, converting calls into scheduled service appointments and supporting revenue growth through excellent service and follow-up.

You will handle inbound calls, document interactions in ServiceTitan, prioritize high-priority requests, and collaborate with dispatch, sales, and technicians to ensure a seamless experience from the initial call to job completion.

Qualifikationen

• Previous customer service, call center, scheduling, or inside sales experience.
• Strong verbal and written communication skills.
• Excellent multitasking and time management abilities.
• Ability to work effectively in a fast-paced environment.
• Strong computer and data-entry skills.
• Positive attitude with a customer-first mindset.
• Reliable attendance and dependability.
• Experience in home services industry (HVAC, Plumbing, Electrical, Pool repair).
• Experience using Service Titan or similar CRM software.
• Bilingual English/Spanish.
• Comfortable using AI-assisted tools, or a strong understanding of how to work effectively alongside AI in a call center setting.

Aufgaben

• Answer inbound customer calls professionally, courteously, and efficiently.
• Convert inquiries into scheduled appointments across all service lines while maximizing booking opportunities.
• Schedule, reschedule, and confirm appointments to optimize technician availability and daily capacity.
• Document all customer interactions, update account information, and maintain complete records within ServiceTitan and other company systems.
• Assess customer needs and prioritize emergency or high-priority service requests appropriately.
• Complete outbound calls for appointment confirmations, maintenance reminders, membership opportunities, and other customer retention initiatives.
• Ensure customer accounts, job details, and service history remain accurate, complete, and up to date.
• Achieve or exceed KPIs including Booking Rate, Call Quality Score, Membership Sales, Cancellation Rate, CSAT, Schedule Efficiency.
• Partner with dispatch, sales, technicians, and leadership to deliver a seamless customer experience from the initial call through job completion.
• Remain flexible and responsive to changing business needs while maintaining professionalism, accuracy, and efficiency.
• Effectively utilize AI-assisted communication and scheduling tools to improve customer experience, streamline workflows, and support operational efficiency.
• Follow all company procedures, ServiceTitan documentation standards, and call handling best practices to ensure consistency and data accuracy.
• Demonstrate accountability by maintaining attendance, adhering to schedules, and contributing to individual and team performance goals.

Tools

CRM software

ServiceTitan

Jobbeschreibung

Ibex Limited is seeking a Customer Service Representative in Manila to act as the first point of contact for customers, converting calls into scheduled service appointments and supporting revenue growth through excellent service and follow-up.

You will handle inbound calls, document interactions in ServiceTitan, prioritize high-priority requests, and collaborate with dispatch, sales, and technicians to ensure a seamless experience from the initial call to job completion.