Customer Care Representative (ONSITE) (Fixed Term)

iScale Solutions; Makati; On-site; PHP 335,000 - 446,000; Full time

Benefits offered by this job

Competitive Salary Package

Vacation and Sick Leave credits

Health Coverage

Government-Mandated Benefits

Learning Opportunities

Team Engagement

Modern Tools

Career Growth

Inclusive Culture

Job summary

iScale Solutions in Makati, Philippines, is seeking a customer service professional to handle inbound calls, emails, and live chat for both B2C and B2B clients, with an AU day shift and 100% onsite operations. You will resolve inquiries, guide product solutions, coordinate with internal teams, and maintain accurate case documentation.

The role demands strong multitasking, excellent communication, and a willingness to learn and adapt in a global support environment.

Qualifications

• More than 2 years in Customer Service, Technical Support, or a BPO environment.
• AU Day Shift, 100% onsite in the Philippines.
• Strong multitasking with calls, emails, and chats without losing accuracy.
• Excellent verbal and written communication skills.
• Open to continuous feedback and performance metrics.

Responsibilities

• Deliver The Exceptional Experience: provide professional, empathetic, and immediate availability to every consumer and dealer.
• Multi-Channel Support: handle inbound calls, emails, and live chat for B2C and B2B.
• Inquiry & Order Management: resolve inquiries on sales, pricing, and product features; track orders.
• Technical Troubleshooting: guide users through issues for robots and pool systems.
• Product Knowledge & Consultative Guidance: discuss parts and product comparisons.
• Case Resolution & Cross-Team Coordination: work with internal teams and external shops on complex cases.
• Smart Triage & Load Filtering: collect precise info before transferring cases.
• Dealer Network Support: locate nearby authorized dealers and repair centers.
• Continuous Improvement & Documentation: maintain accurate records and share improvement ideas.

Skills

Multitasking

Excellent communication

Coachability

Flexibility

BPO experience

Job description

Deliver The Exceptional Experience: Bring our brand promise to life by providing professional, empathetic, and immediate availability to every consumer and dealer.

Multi-Channel Support: Act as the first point of contact, handling task-switching seamlessly between inbound calls, emails, and live chat for both consumers (B2C) and dealers/branches (B2B).

Inquiry & Order Management: Resolve customer inquiries regarding sales, pricing, and product features. Efficiently track and follow up on orders to ensure a smooth supply chain experience for all accounts.

Technical Troubleshooting: Guide consumers and dealers through technical issues, app connectivity, and troubleshooting for specialized robots and water treatment/pool systems.

Product Knowledge & Consultative Guidance: Confidently discuss parts breakdowns and product comparisons. Guide consumers to the best product solutions for their specific pool needs.

Case Resolution & Cross-Team Coordination: Coordinate with internal teams, account managers, and external shops to resolve complex cases, including handling consumer out-of-warranty claims.

Smart Triage & Load Filtering: Gather precise, accurate information from the customer before transferring cases, ensuring the right concerns reach the right department to help lessen the overall workload across teams.

Dealer Network Support: Connect and locate nearby authorized dealers and repair centers for consumers needing local equipment, pool systems, or physical repairs.

Continuous Improvement & Documentation: Provide accurate documentation within our tracking systems. Liaise regularly with the supervisor regarding critical case trends and contribute active ideas on how to improve both the consumer experience and business efficiency.

Responsibilities

• Deliver The Exceptional Experience: Bring our brand promise to life by providing professional, empathetic, and immediate availability to every consumer and dealer.

• Multi-Channel Support: Act as the first point of contact, handling task-switching seamlessly between inbound calls, emails, and live chat for both consumers (B2C) and dealers/branches (B2B).

• Inquiry & Order Management: Resolve customer inquiries regarding sales, pricing, and product features. Efficiently track and follow up on orders to ensure a smooth supply chain experience for all accounts.

• Technical Troubleshooting: Guide consumers and dealers through technical issues, app connectivity, and troubleshooting for specialized robots and water treatment/pool systems.

• Product Knowledge & Consultative Guidance: Confidently discuss parts breakdowns and product comparisons. Guide consumers to the best product solutions for their specific pool needs.

• Case Resolution & Cross-Team Coordination: Coordinate with internal teams, account managers, and external shops to resolve complex cases, including handling consumer out-of-warranty claims.

• Smart Triage & Load Filtering: Gather precise, accurate information from the customer before transferring cases, ensuring the right concerns reach the right department to help lessen the overall workload across teams.

• Dealer Network Support: Connect and locate nearby authorized dealers and repair centers for consumers needing local equipment, pool systems, or physical repairs.

• Continuous Improvement & Documentation: Provide accurate documentation within our tracking systems. Liaise regularly with the supervisor regarding critical case trends and contribute active ideas on how to improve both the consumer experience and business efficiency.

Requirements

• Experience: More than 2 years of experience in Customer Service, Technical Support, or a BPO contact center environment.

• Shift & Setup: Must be willing to work an AU Day Shift schedule in a 100% Onsite setup in the Philippines.

• Core Skills: Strong multi-tasking abilities with the skill to fluidly switch between calls, emails, and chats without losing accuracy.

• Communication: Excellent oral and written communication skills with a professional, pleasant phone presence.

• Coachability: Open to continuous feedback, quality coaching, and performance metrics tracking.

• Flexibility: Willingness to work on holidays as required by the business.

Benefits

• Competitive Salary Package: Receive a pay package that matches your skills and experience.

• Vacation and Sick Leave credits: Enjoy vacation and sick leave credits to maintain work-life balance.

• Health Coverage: Get medical, dental, and vision insurance for you and your dependents.

• Government-Mandated Benefits: Full coverage of all statutory benefits like SSS, PhilHealth, and Pag-IBIG.

• Learning Opportunities: Access training, certifications, and mentorship to grow your career.

• Team Engagement: Join team-building activities and wellness programs.

• Modern Tools: Use the latest technology to excel in your role.

• Career Growth: Clear paths for promotion and professional development.

• Inclusive Culture: Be part of a diverse, supportive, and collaborative global team.