Customer Experience & Scheduling Specialist

ibex; Mandaluyong; On-site; PHP 300,000 - 420,000; Full time

Job summary

ibex is seeking a Customer Service Representative in Mandaluyong, Metro Manila to be the first point of contact for customers. You will convert calls into service appointments, document interactions, and support revenue growth through excellent service.

Responsibilities include handling inbound/outbound calls, managing scheduling, and maintaining accurate records in ServiceTitan and other systems. You will collaborate with dispatch and technicians to ensure a seamless customer experience while

Qualifications

• Experience in customer service, call center, scheduling, or inside sales.
• Strong verbal and written communication skills.
• Excellent multitasking and time management abilities.
• Reliable attendance and dependability.

Responsibilities

• Answer inbound customer calls professionally and courteously.
• Convert inquiries into scheduled appointments across service lines.
• Schedule, reschedule, and confirm appointments to optimize technician availability.
• Document all interactions and update accounts in ServiceTitan and other systems.
• Assess needs and prioritize emergency or high-priority requests.
• Complete outbound calls for confirmations, reminders, and retention.
• Maintain accurate customer accounts, job details, and service history.
• Aim to achieve KPIs such as Booking Rate, Call Quality Score, CSAT, and Schedule Efficiency.
• Collaborate with dispatch, sales, technicians, and leadership for a seamless experience.
• Follow procedures and use AI-assisted tools to improve efficiency.

Skills

Customer service

Call center

Scheduling

Communication

Time management

Data-entry

Reliability

Tools

Service Titan

CRM software

Job description

ibex is seeking a Customer Service Representative in Mandaluyong, Metro Manila to be the first point of contact for customers. You will convert calls into service appointments, document interactions, and support revenue growth through excellent service.

Responsibilities include handling inbound/outbound calls, managing scheduling, and maintaining accurate records in ServiceTitan and other systems. You will collaborate with dispatch and technicians to ensure a seamless customer experience while