Customer Care Team Leader I WFO: Angeles

Cloudstaff Philippines Inc.; Angeles; On-site; PHP 201,000 - 335,000; Full time

Benefits offered by this job

Health insurance

Flexible leave credits

Career advancement opportunities

Company PC and internet

Team/social clubs

International career opportunities

Employee referral incentives

Well-being support

Share units program

Performance rewards

Job summary

Cloudstaff Philippines Inc. is seeking a Customer Care Representative to deliver an exceptional customer experience across multiple channels. You will manage inquiries, coordinate outcomes, and maintain clear, proactive communication throughout the customer journey.

The role emphasizes ownership, empathy, and professionalism while supporting Alpine Spas' brand values and process improvements within a dynamic team.

Responsibilities

• Deliver exceptional customer service across all communication channels.
• Respond to customer enquiries professionally, empathetically and in line with the Alpine Voice.
• Customer claims case management, ensuring the customer are taken through the journey using the Alpine Voice.
• Build trust and create positive customer experiences through every interaction.
• Represent the brand in a positive and professional manner at all times.
• Take ownership of customer enquiries from first contact through to resolution including but not limited to: Booking technicians, Assessment of applicable warranties and delivering the outcome to customers with care.
• Selling parts and consumables
• Assess customer needs and provide accurate, timely and solution-focused advice.
• Keep customers informed throughout their journey with clear and proactive communication.
• Escalate complex enquiries appropriately while maintaining ownership of the customer experience.

Job description

Job Description

Role Purpose

The Customer Care Representative is responsible for delivering an exceptional customer experience by providing
timely, professional and solution-focused support across every customer interaction. As the last point of contact for
many of our customers, this role plays a key part in building trust, resolving enquiries, coordinating outcomes and
ensuring every customer feels supported throughout their ownership journey.

The role contributes to strengthening the Alpine brand by consistently delivering the Alpine Experience and
identifying opportunities to improve both the customer journey and internal processes.

Qualifications and Requirements

Role Responsibilties: Key Activities and Duties

Customer Experience

• Deliver exceptional customer service across all communication channels.
• Respond to customer enquiries professionally, empathetically and in line with
  the Alpine Voice.
• Customer claims case management, ensuring the customer are taken through the journey using the Alpine Voice.
• Build trust and create positive customer experiences through every interaction.
• Represent the brand in a positive and professional manner at all times.
• Take ownership of customer enquiries from first contact through to resolution
  including but not limited to:
  o Booking technicaians
  o Assessment of applicable warranties and delivering the outcome to
  customers with care
• Selling parts and consumables
• Assess customer needs and provide accurate, timely and solution-focused advice.
• Keep customers informed throughout their journey with clear and proactive communication.
• Escalate complex enquiries appropriately while maintaining ownership of the customer experience.

Administration

• Maintain accurate customer records, notes and documentation within company systems.
• Record all customer interactions, actions and commitments accurately.
• Ensure customer information is up to date and easily accessible for seamless handovers.
• Ensure any orders you create are completed in full to ensure accurate stock management and sales completion.

Problem Solving

• Investigate customer concerns thoroughly to identify the root cause.
• Work collaboratively with internal teams to achieve the best possible outcome.
• Apply company policies consistently while exercising sound judgement.
• Resolve issues efficiently while balancing customer satisfaction and business requirements.

Product and Process

• Knowledge: Develop and maintain a strong understanding of Alpine products and services.
  Keep up to date with company systems, policies and processes.
  Provide accurate information and guidance to customers.
  Continually build technical knowledge to improve confidence and capability.
  Continuous Improvement: Identify recurring customer issues and process improvement opportunities.
  Share ideas that improve efficiency and the customer experience.
  Participate in continuous improvement initiatives across the Customer Care team.
  Embrace change and contribute positively to new ways of working.
• Team Contribution: Contribute to a positive, collaborative and high-performing team culture.
  Share knowledge and support colleagues when needed.
  Participate actively in team meetings, training and coaching sessions.
  Demonstrate Alpine's values and contribute to achieving team goals.
• General Duties: Undertake additional duties, projects, or responsibilities reasonably required
  by the business.
  Maintain flexibility to work across multiple brands, departments, and business
  functions as operational requirements change.
  Ensure all activities comply with relevant legislation, organisational policy, and
  data privacy requirements.

Health and Safety

Complete all required H+S inductions, training, and checks within agreed
timeframes.
Report hazards, near misses, and incidents promptly using Alpine Spas'
reporting process.
Maintain a safe personal workspace and contribute to the safety of shared
spaces and follow all H+S procedures and safe work practices relevant to the
role and work environment.

Act Like a Founder

Take initiative to identify and resolve issues, improve processes, and add value
without waiting to be asked.
Treat Alpine Spas' time, resources, and reputation with the same care as if they
were personally at stake.
Bring a commercial awareness to the role: understand how coordination quality
affects the performance of the wider team and the business.

Here to Win

Consistently deliver work to a high standard and within agreed timeframes, and
communicate proactively when that is at risk.
Understand how the Coordinator role contributes to Alpine Spas' performance,
and act with that connection in mind.
Seek feedback, learn from errors, and actively develop capability across each
review period.

Alpine is Whānau

Treat every team member, stakeholder, and visitor with genuine warmth, care,
and respect.
Contribute to a team environment where everyone feels they belong and their
contribution matters.
Support colleagues proactively, particularly those who are new, under pressure,
or navigating something unfamiliar.
Celebrate the success of others as readily as their own.

Respecting Diversity

Apply consistent, respectful, and inclusive behaviour in every interaction,
regardless of background, identity, or role level.
Treat all colleagues, stakeholders, and visitors with dignity.
Speak up when observing behaviour that falls short of Alpine Spas' inclusion
standards, in line with Alpine Spas' speak-up policy.

Perks and Benefits

Benefits and perks:

• Comprehensive health and life insurance starting on your 16th day of employment, including coverage for one free dependent
• Flexible leave credits that can be used for vacation, emergencies, and sick leave
• Exciting Mid-Year Parties with giveaways and cash prizes!
• Endless opportunities for career advancement
• We set you up for success with a company-provided PC/laptop and fiber internet connection
• Tech-on-Wheels support
• Join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and networking opportunities
• Unlimited cash incentives for successful referrals
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points – redeemable for useful items like appliances, kitchen gadgets, and more

CLOUDSTAFF: BUILD YOUR CAREER, ANYWHERE

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

WHY CLOUDSTAFF IS THE #1 WORKPLACE?

Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition

Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement

Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.