Customer Care Agent

Symbos Managed Services Inc; Pasay; On-site; PHP 257,000 - 301,000; Full time

Job summary

Symbos is seeking experienced Customer Care Agents to support New Zealand customers. You will handle inquiries, resolve parking-related concerns and provide clear, accurate information across interactions.

Based at Four E-Com, Pasay City, the role offers a monthly salary of PHP 25,000. A hybrid arrangement becomes available after successful onboarding and probation.

The account operates 24/7; you must be willing to work rotating shifts, weekends, public holidays, and night shifts as required.

Qualifications

• At least 1 year of relevant BPO or contact-centre experience.
• Experience handling inbound voice interactions and resolving enquiries / service issues.
• Strong spoken and written English communication skills.
• Ability to navigate multiple systems while speaking with customers and keeping records.
• Willingness to work rotating shifts, weekends, public holidays and night shifts.

Responsibilities

• Handle customer enquiries professionally through approved channels.
• Use active listening and questions to understand each customer's concern.
• Resolve issues involving parking access, tickets, payments, equipment and barriers.
• Use approved systems and knowledge resources to investigate concerns.
• Manage complaints calmly while maintaining ownership and call control.
• Escalate unresolved or out-of-scope matters through the correct process.
• Document customer interactions, actions, outcomes and follow-up.
• Meet quality, productivity, attendance and schedule adherence standards.
• Work with Operations, Team Leaders, Quality, Training and support teams.

Skills

Active listening

Problem solving

Customer service

Microsoft Office

Tools

NICE CXone

Job description

At Symbos, we create connected experiences by bringing together skilled people, smart technology and strong partnerships. We offer meaningful work, opportunities to grow and a supportive environment where people can make a practical impact.

About the Client

Our client provides parking operations and customer support services across New Zealand. Its teams help customers navigate car park access, payments, tickets and other parking-related concerns through professional, reliable service.

The Opportunity

We are looking for experienced Customer Care Agents to support customers across New Zealand. You will handle customer enquiries, resolve parking-related concerns and provide clear, accurate information across every interaction.

The role offers a monthly salary of PHP 25,000 and will be based at Four E-Com, Pasay City. A hybrid arrangement becomes available after successful completion of the three-month probationary and onboarding period.

As the account operates 24/7, you must be willing to work rotating shifts, weekends, public holidays, night shifts and outside standard business hours when required.

What Sets This Role Apart

• Support customers in New Zealand within a specialised parking operations environment
• Build practical knowledge of parking systems, equipment and operational processes
• Transition to a hybrid work arrangement after successful onboarding and probation
• Join a collaborative team focused on service quality, resolution and continuous improvement

Key Responsibilities

• Handle customer enquiries professionally through approved contact channels
• Use active listening and relevant questions to understand each customer’s concern
• Resolve issues involving car park access, tickets, payments, parking equipment, ANPR and barriers where applicable
• Use approved systems, knowledge resources and business rules to investigate concerns and provide accurate information
• Manage complaints and difficult interactions calmly while maintaining ownership and call control
• Escalate unresolved or out-of-scope matters through the correct process
• Document customer interactions, actions, outcomes and required follow-up accurately
• Meet agreed quality, productivity, attendance and schedule adherence standards
• Work closely with Operations, Team Leaders, Quality, Training and support teams

What We’re Looking For

• At least one year of relevant BPO or contact-centre experience
• Experience handling inbound voice customer interactions and resolving enquiries, complaints or service issues
• Strong spoken and written English communication skills
• Demonstrated active listening, probing, problem-solving and customer service capability
• Ability to remain professional when supporting difficult or dissatisfied customers
• Confidence navigating multiple systems while speaking with customers and maintaining accurate records
• Working proficiency in Microsoft Office and standard contact-centre systems
• Strong attention to detail, process discipline and accountability
• Willingness to work rotating shifts, weekends, public holidays and night shifts
• Ability to complete the practical Customer Care assessment successfully

Nice to Have

• Experience in parking, transport, mobility, facilities, utilities or another operational service environment
• Experience handling complaints and service recovery
• Experience using NICE CXone or a similar contact-centre platform
• Experience supporting Australian or New Zealand customers in a high-volume environment

Who This Role Suits

This role suits an experienced frontline customer service professional who enjoys solving practical problems, communicating clearly and taking ownership of customer concerns. You will be comfortable working in a structured, process-driven environment and adapting to changing operational needs.