Customer Care Specialist

TOA Global Pty; Manila; On-site; PHP 469,000 - 714,000; Full time

Benefits offered by this job

21 Total Annual Service Incentive Leav

HMO and Life Insurance from day one

Night shift premium

Onsite modern office facilities across

Job summary

TOA Global Pty is seeking a Customer Care Specialist for the North American Region to deliver outstanding support across phone, email, and chat channels from our onsite Manila-area offices.

The role requires 1–2 years in customer service, experience with CRM platforms, and a commitment to fixed night shifts. You'll help resolve issues, maintain accurate records, and drive positive customer experiences.

Qualifications

• 1–2 years of customer service experience supporting North American accounts.
• Familiar with Microsoft Office 365.
• Excellent English communication and problem-solving skills.

Responsibilities

• Omnichannel engagement across phone, email, and live chat platforms.
• Diagnose, de-escalate, and resolve customer complaints, billing inquiries, and service challenges.
• Navigate CRM databases to update records and track orders with accuracy.
• Escalate complex cases and collaborate with internal teams to meet SLAs.

Skills

Customer service

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 escalte 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

• 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.