Customer Care Associate (Fixed-Term, Hybrid)

Symbos Managed Services Inc; Pasig; Hybride; PHP 201 000 - 312 000; Plein temps

Résumé du poste

Symbos Managed Services Inc. is seeking a Customer Care Associate to support families and care users with bookings, payments and account updates in a hybrid setting.

The role focuses on delivering high-quality service, resolving inquiries efficiently and guiding customers through self-service tools. The successful candidate will handle inbound calls and emails, process bookings and cancellations, and work with internal teams to ensure accurate information and timely responses.

Qualifications

• 1-3 years of inbound customer service experience is highly regarded.
• Excellent English communication skills across phone and email.
• Strong attention to detail, organization and task management.
• Experience delivering high-quality customer service to diverse users.

Responsabilités

• Respond to inbound booking-related calls from customers.
• Respond to booking-related emails promptly and professionally.
• Process new bookings, cancellations, and adjustments; assist with general inquiries.
• Update account information and assist with payments, plans, and statements.
• Promote the Parent Portal app and encourage use of self-service tools.
• Make outbound calls when required and maintain KPI targets for performance.

Connaissances

Inbound customer service

English communication

Attention to detail

Office & Google tools

Teamwork in large team

Outils

MS Word

Excel

Google Suite

Description du poste

Symbos is supporting the recruitment process for a Customer Care Associate role with a leading OSHC and holiday programs provider. This opportunity is suited to a clear communicator who enjoys helping customers, solving enquiries efficiently and contributing to a high-quality service experience.

About the Client

Our client is a leading OSHC and holiday programs provider supporting families and care users across before-school, after-school and holiday care services. The Customer Care team plays an important role in helping parents manage bookings, understand account information, resolve payment or statement queries and make better use of self-service tools.

The Opportunity

We are looking for a Customer Care Associate to support families and care users with booking-related enquiries, cancellations, adjustments, payments, account updates and general customer care requests.

This is a fixed-term opportunity commencing 1 December 2026, offering the chance to join a customer-focused team and contribute to a high-quality service experience.

What Sets This Role Apart

• Fixed-term opportunity commencing 1 December 2026
• Support families and care users with bookings, cancellations, adjustments and general enquiries
• A service-focused position where every interaction supports the customer journey
• Opportunity to help parents make better use of the Parent Portal app and reduce repeat booking enquiries
• Work closely with internal Customer Care and operational teams
• Opportunity to work in a hybrid setup

Key Responsibilities

• Respond to inbound booking-related phone calls from customers
• Respond to booking-related emails efficiently and professionally
• Process new bookings, booking cancellations and booking adjustmentsSupport parents and care users with general booking enquiries
• Update account information and assist with payment, payment plan, CCS and statement queries
• Promote the Parent Portal app and help customers understand the benefits of self-service
• Make outbound calls when required
• Manage customer queries in line with client practices and quality standards
• Resolve enquiries in a timely, helpful and accurate manner
• Meet KPI targets for productivity, quality and attendance

What We’re Looking For

• One to three years of inbound customer service experience is highly regarded
• Excellent English communication skills across phone and email
• Strong attention to detail, organisation and task management
• Ability to provide high-quality customer service to a varied customer base
• Good understanding of the customer journey and what service excellence looks like
• Proficiency with Microsoft Word, Excel, PowerPoint and Google tools
• Ability to work well within a large customer care team
• Confidence managing individual KPIs for productivity, quality, attendance and customer satisfaction

Nice to Have

• Experience supporting families, parents or care users in a customer service setting
• Familiarity with booking systems, customer portals, payment support or account administration
• Experience in OSHC, education, childcare, care services or a similar service environment
• Confidence promoting self-service tools or apps to customers

Who This Role Suits

This role suits someone who is customer-focused, patient, detail-oriented and confident communicating with parents and care users by phone and email.

You’ll thrive if you enjoy solving customer queries, working efficiently, contributing to a collaborative customer care team and helping families navigate booking processes and self-service tools.