Customer Service Representative

GoTeam; Philippines; Hybrid; PHP 355,000 - 426,000; Full time

Benefits offered by this job

Laptop + second monitor provided

HMO for 1 dependent + extended depend.

₱1M life insurance

GoTeam Sports Club/Yoga/Wellness

Vacation Leave 5 days + Sick Leave

Service Incentive Leave

Employee discounts

Referral program

Job summary

GoTeam in Cebu City is seeking a Customer Experience Specialist to be the first voice customers hear, handling calls and emails, booking service appointments, and routing inquiries to the right teams. This hybrid role requires you to split time between the Cebu City office twice a week and remote work for the rest, with early morning hours aligned to Australian business days.

You should have hands-on CRM experience (Salesforce or similar), a track record of meeting CSAT and service level

Qualifications

• Experience in customer service, client relations, or contact center roles.
• Ability to handle inbound/outbound calls and email correspondence.
• Hands-on CRM usage to log interactions and manage cases.
• Track record of meeting targets on CSAT and service levels.

Responsibilities

• Answer calls and emails within SLA targets.
• Triage inquiries and connect customers to the right department.
• Resolve standard queries at first contact where possible.
• Log every interaction clearly in the CRM.

Skills

Customer service

Active listening

Empathy

English communication

Tools

Salesforce

Google Workspace

Job description

Customer Experience Specialist/CSR (Up to ₱35K | Hybrid | FREE AI Certification)

Cebu City, Philippines | 5:00 AM – 1:30 PM PHT | Monday to Friday

Be the first voice customers hear when they reach out. As a Customer Experience Specialist, you'll act as a concierge across phone and email, resolving everyday queries, booking service appointments, and making sure every customer gets connected to the right team quickly and confidently.

This is a fast-paced, front-line role for someone who genuinely enjoys helping people and takes pride in getting the details right. You'll work an early morning shift aligned with Australian business hours, with a hybrid setup of 2 days in our Cebu City office and 3 days working from home.

YOU'RE LIKELY A STRONG FIT IF YOU HAVE

• Customer service, client relations, or contact center experience
• Experience handling inbound and outbound calls as well as email correspondence
• Hands‑on experience using a CRM (Salesforce or similar) to log interactions and manage cases
• A track record of working to targets on output, CSAT, and service levels
• Proficiency in Google Workspace
• A solid grasp of customer service fundamentals, including service levels, case management, and privacy and data‑handling requirements
• Clear written and verbal English communication, with strong active listening and empathy
• Availability for a 5:00 AM – 1:30 PM PHT shift and in-office work in Cebu City twice a week

STRONG SIGNALS

• Direct, hands‑on Salesforce experience
• Experience supporting Australian customers
• Appointment booking or scheduling for field service or technician‑based teams
• Experience handling complaints and escalating cases to a Level 2 or specialist team
• Exposure to home services, property, trades, or field service industries

RESPONSIBILITY PILLARS

Front Line Customer Contact

You own the first impression, making sure every customer feels heard, helped, and properly routed.

• Answer customer calls and emails within SLA target times
• Triage enquiries and connect customers to the right department when needed
• Resolve standard queries at first contact wherever possible
• Log every interaction clearly and accurately in the CRM

Resolution, Escalation and Complain"ts

You ensure no customer issue falls through the cracks, from simple follow‑ups to complex concerns.

• Follow up with customers within the timeframe you've agreed with them
• Escalate complex or high‑risk queries to the Level 2 Customer Success team with a clear summary of context
• Acknowledge, log, and route complaints to the complaints queue
• Apply empathy and effective questioning to understand customer frustrations and needs

Appointment Booking and Case Management

You keep bookings and cases moving so field teams can deliver on time and customers know exactly what to expect.

• Book customer appointments in line with SLAs and within approved arrival windows
• Give customers the information they need to minimise dropouts, incomplete work, and cancellations
• Prioritise, triage, and action Level 1 service cases across queues
• Maintain customer portals and coordinate with Sales, Field Service Schedulers, and Accounts as needed

ABOUT THE CLIENT

Our client is an Australian‑owned, family‑run pest and termite management company serving residential and commercial customers across Australia. With multiple generations of industry experience behind it, the business pairs a strong customer‑service focus with a modern, technology‑led approach to field service.

Benefits of GOTEAM

Accelerate Your Personal Growth

• Company‑provided laptop + second monitor
• Industry‑best HMO for 1 dependent + extended dependents (₱300,000 coverage, private room, ₱10,000 meds reimbursement)
• Option to enroll up to 4 additional dependents via salary deduction
• ₱1M life insurance coverage
• Membership in GoTeam Sports Club, Yoga, and Wellness Programs

Unlock Your Possibility

• Prorated 5 days Vacation Leave + 5 days Sick Leave upon regularization
• 5 Service Incentive Leave (SIL) days upon first work anniversary (convertible to cash if unused)
• Salary loan access (post‑regularization)
• Employee discounts, raffles, and Day‑1 welcome gift
• Opportunity to win a trip to Bali through company programs

Live Your Purpose

• Join GoTeam Cares volunteer programs
• ₱10,000 referral bonus + opportunity to win a trip to Bali
• Monthly gratitude events, team dinners, and leadership talks

Your Family's Benefits

• 24/7 financial, legal, and counseling support (up to 4 family members)
• Free telemedicine consultations
• Virtual family events and prize opportunities