Customer Care Representative ONSITE Fixed Term

iScale Solutions; Philippines; On-site; PHP 234,000 - 346,000; Full time

Benefits offered by this job

Health Coverage

Vacation Leave

Sick Leave

SSS/PhilHealth/Pag-IBIG

Job summary

iScale Solutions in the Philippines is seeking a customer service professional to deliver exceptional support across calls, emails, and live chat for both consumers and dealers. The role requires at least 2 years in relevant fields and a willingness to work AU day shift onsite.

You will troubleshoot technical issues related to robots and water treatment systems, advise on product choices, and coordinate with internal teams to resolve complex cases while maintaining accurate documentation.

Qualifications

• 2+ years in customer service, technical support, or BPO.
• AU day shift availability in a 100% onsite role in the Philippines.
• Strong multitasking with ability to switch across calls, emails, and chats.
• Excellent spoken and written English with a professional phone presence.
• Open to feedback, coaching, and performance metrics.
• Willingness to work on holidays as required.

Responsibilities

• Deliver exceptional experiences to consumers and dealers with professionalism, empathy, and prompt availability.
• Manage inbound calls, emails, and live chat for both consumers and dealers.
• Resolve inquiries about sales, pricing, and product features; track orders for smooth supply.
• Assist with technical issues, app connectivity, and troubleshooting for robots and pool systems.
• Provide product knowledge and consultative guidance to recommend the best pool solutions.
• Coordinate with internal teams to resolve cases, including out-of-warranty issues.
• Perform smart triage by gathering precise information before case transfer.
• Assist customers to locate nearby authorized dealers and repair centers.
• Document cases accurately and report trends to improve customer experience and efficiency.

Skills

Multitasking

Excellent communication

Coachable

Time management

Job description

Job Description:

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.