Customer Care Specialist

TOA Global; Manila; On-site; PHP 469,000 - 692,000; Full time

Benefits offered by this job

Service Incentive Leaves

HMO & Life Insurance

Night shift premium

Onsite office facilities

Career progression pathways

Job summary

TOA Global is hiring a Customer Care Specialist for the North American region. You will be the primary touchpoint across phone, email, and live chat, supporting US/Canada customers in multiple service sectors.

The role requires adapting to a fixed night shift and maintaining high service standards. You will navigate CRM databases, resolve complex inquiries, and collaborate with internal teams to ensure accurate records and timely resolutions.

Qualifications

• 1–2 years of proven customer service experience supporting North American accounts in a BPO/shared services/CC environment.
• Strong computer literacy, fast typing, and familiarity with Microsoft Office 365.
• Excellent verbal and written English communication; adaptable for night shift.
• Knowledge of major CRM platforms (Salesforce, Zendesk, HubSpot) is a plus.

Responsibilities

• Omnichannel Engagement: handle inbound/outbound interactions across phone, email, and live chat with NA customers.
• Issue Resolution & Troubleshooting: diagnose, de-escalate, and resolve billing inquiries and service issues following SOPs.
• Account & Workflow Management: update CRM records, track order/service statuses, and log interactions accurately.
• Cross-Functional Collaboration & SLA Adherence: work with operations, tech support, and account management to meet SLAs.

Skills

Customer service

CRM platforms

English communication

Night shift readiness

Microsoft Office 365

Tools

Salesforce

Zendesk

HubSpot

Job description

Location: Clark, Cebu, Manila, or Tarlac, Philippines
Work Arrangement: Onsite, Full-time
Shift: Monday - Friday | 9:00 PM - 6:00 AM PHT
Salary Range: Competitive + Night Differential

Unlock Your Potential!

At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, and the Philippines, supporting our global clients across the accounting, finance, and professional services industries.

As a Customer Care Specialist for the North American Region, you will act as the primary touchpoint for US and Canadian customers across multiple service sectors. This role is designed for an adaptable, solution-oriented professional who can deliver exceptional service, resolve complex inquiries, and advocate for customer satisfaction. You will manage customer interactions across omnichannel platforms (phone, email, chat) while upholding high service standards, maintaining account accuracy, and driving positive brand experiences.

Your Impact

• Omnichannel Engagement: Build strong rapport with North American customers by handling inbound and outbound interactions across phone, email, and live chat platforms.
• Issue Resolution & Troubleshooting: Efficiently diagnose, de-escalate, and resolve customer complaints, billing inquiries, and service challenges adhering to standard operating procedures.
• Account & Workflow Management: Navigate multiple CRM databases to update account records, track order or service statuses, and log interactions with complete data accuracy.
• Cross-Functional Collaboration & SLA Adherence: Work closely with internal operations, technical support, and account management teams to elevate complex cases, maintain strict SLA timelines, and optimize support workflows.

What You Bring

• The Experience: At least 1 to 2 years of proven customer service experience supporting North American (US/Canada) accounts within a BPO, shared services, or professional contact center environment.
• Software Competency: Strong computer literacy, proficient typing speed, familiarity with Microsoft Office 365, and hands-on experience with major CRM platforms (e.g., Salesforce, Zendesk, or HubSpot).
• Cultural & Shift Adaptability: High cultural adaptability to engage seamlessly with North American callers and a firm commitment to working fixed night shift schedules.
• Core Competencies: Exceptional verbal and written English communication, strong critical thinking, advanced conflict-resolution skills, and the ability to maintain empathy and composure under pressure.

Why You'll Love It Here

We believe in rewarding high achievers with a work environment that fuels both professional growth and personal well-being.

• Time for You: Enjoy 21 Total Annual Service Incentive Leaves, flexible to use for travel, emergencies, or anything you may need for your "Me time."
• Tenure Recognition Program: Celebrate your milestones with us; on your 2nd year, choose between a cash reward or one free HMO dependent.
• Health & Security: Comprehensive HMO and Life Insurance coverage from day one.
• Night Shift Advantage: Enjoy premium compensation and night differential for US shift coverage while maintaining a structured, full-time schedule.
• Collaborative Onsite Environment: Work alongside supportive colleagues and industry leaders in modern, state-of-the-art office facilities across Clark, Cebu, Manila, or Tarlac.
• Global Operations Pathway: Develop mastery in North American client relations and enterprise CRM platforms, opening clear avenues toward Subject Matter Expert, Team Leader, and Operations Management roles.