CSR- Car Park Control Center Operator (AU Campaign)

enablesGROUP; Pasig; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

enablesGROUP in Ortigas, Pasig, Philippines is seeking a Car Park Control Center Operator (CSR) to handle incoming calls and emails, resolve customer needs, and deliver first-contact resolution with excellent service.

The role requires 2–3 years in customer service, strong communication skills, and proficiency with Microsoft Office; remote intercom operations knowledge is a plus, with hybrid work schedule (3 days onsite).

Qualifications

• 2–3 years in customer service or contact centre environment.
• Experience assisting AU/US/NZ customers is a plus.
• Strong verbal and written communication skills.
• Proficient with Microsoft Office (Word, Excel, PowerPoint).
• Able to multitask in a fast-paced setting.
• Willing to work flexible shifts, including rotating or graveyard hours.

Responsibilities

• Respond to inquiries via intercom, toll-free number, and email, resolving queries on first interaction when possible.
• Log and classify calls and requests for daily reporting.
• Compile reports accurately within deadlines.
• Filter inquiries and escalate issues to partners for accurate resolution.
• Provide status updates to customers until resolution is reached.
• Identify recurring issues for business process improvements.
• Take on additional tasks to improve Centre performance.
• Maintain high service standards and customer satisfaction.
• Research, analyze and resolve customer issues using appropriate tools.
• Foster positive relationships with peers, management, and partners.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Microsoft Office

Intercom systems

Problem solving

Tools

Intercom systems

Job description

About the role

A Car Park Control Center Operator manages incoming calls and emails to identify, assess, and resolve customers' needs and achieve positive customer experience and first call resolution. The role involves providing exemplary customer service to both internal and external customers, building and maintaining effective relationships that foster trust and mutual respect.

Job Title: Car Park Control Center Operator (CSR)
Location: Ortigas, Pasig, PH
Work Schedule: Hybrid (3x min/week onsite)Shifting Schedule

Key responsibilities

• Respond to customer enquiries through intercom, toll free number, and email relating to information and fault calls/emails, resolving as many queries as possible on the first interaction

• Log and classify all calls and requests to be collated and reported daily

• Compile reports accurately and within customer deadlines

• Filter enquiries and escalating issues to assigned partners if needed to provide accurate resolution

• Track enquiry resolution progress and proactively call/email customers with status updates or resolution if queries cannot be resolved during the first interaction

• Recognize and elevate rising or recurring problems as well as outdated processes for business improvement

• Accept additional tasks/projects or areas of responsibility that will improve Control Centre performance

• Ensure excellent service standards, respond efficiently to customer enquiries, and maintain high customer satisfaction

• Research, analyze and resolve customer issues in an accurate and timely manner using appropriate tools and resources

• Establish and maintain positive working relationships with peers, management, coworkers, and partners

About you

• Remote monitoring / parking industry experience is an advantage.

• At least 2-3 years' experience in a customer service or contact centre environment preferred

• At least 2-3 years' experience in assisting AU/US/NZ customers preferred

• Passion to provide positive customer experience

• Ability to communicate and engage effectively, verbally and in writing, with customers and partners

• Ability to communicate via intercom systems

• Ability to use and learn proprietary software systems

• Well-developed listening and analytical skills with the ability to provide accurate resolution in a timely manner

• Intermediate to advanced skills on Microsoft Office (Word, Excel, PowerPoint)

• Ability to multitask in a fast-paced environment

• Ability to collaborate and work with all stakeholders

• Flexible with work times – including rotational and graveyard shift work or compressed work week schedule

• Willingness to undertake additional projects and responsibilities from time to time

• Subject Matter Expert or more on previous role desired

• Remote monitoring / parking industry experience is an advantage