Customer Service Representative

Hire Kaya LLC.; Philippines; Remote; PHP 180,000 - 240,000; Full time

Job summary

Hire Kaya LLC is seeking a Customer Service Representative to join a US-based automotive parts remanufacturer's team. This outbound, customer-facing role focuses on keeping retail accounts informed about orders, unblocking pending shipments, and handling warranty claims as replacements ship.

You'll start with training on systems and scripts, then follow a clear daily priority order set by your team lead. As you learn, you gain more autonomy and responsibility.

Qualifications

• Solid customer service experience, ideally in guest-facing roles where preventing escalations comes naturally.
• Clear, professional spoken English that US retail customers can easily understand
• Strong written communication and documentation habits
• Very detail-oriented, including in situations that aren't black and white
• Proficient in Microsoft Teams, Outlook, and Excel
• Comfortable asking questions, giving updates, and working without constant oversight
• Able to work US Eastern or Central Time business hours

Responsibilities

• Pull a daily Salesforce report and post shipment tracking to warranty claims for units that shipped the previous day
• Make outbound calls to national auto parts retailers with status updates on delayed orders (typically 15–30 calls a day)
• Call retail stores to collect missing VIN and mileage details on pending orders
• Log all calls and warranty claim activity in Salesforce with complete, accurate notes

Skills

Customer service experience

Clear spoken English

Written communication

Detail-oriented

US time zone availability

Tools

Salesforce

RingCentral

ERP systems

Job description

We're looking for a Customer Service Representative to join the customer service team of a US-based automotive parts remanufacturer. This is an outbound, customer-facing role: keeping retail accounts informed about their orders, getting pending orders unblocked, and keeping warranty claims current as replacement units ship.

You'll start with structure: training on the systems, the types of calls, and basic scripts, then a clear daily priority order set by your team lead. As you learn what's urgent, you'll get more autonomy and more responsibility. The team is looking for someone who treats the starting task list as a floor, not a ceiling.

What You'll Do

Daily Core Tasks

• Pull a daily Salesforce report and post shipment tracking to warranty claims for units that shipped the previous day
• Make outbound calls to national auto parts retailers with status updates on delayed orders (typically 15–30 calls a day)

Additional Outbound Work

• Call retail stores to collect missing VIN and mileage details on pending orders
• Contact transmission and auto repair shops to schedule appointments with the company's Product Support Techs

Documentation & Follow-Through

• Log all calls and warranty claim activity in Salesforce with complete, accurate notes
• Handle customer questions on warranty claims, knowing the next step or asking for it, and learn over time which situations you can resolve directly
• When you hit a roadblock, raise it along with a question about what to do next
• Support the team lead's project work when daily tasks are lighter, including data corrections in the company's ERP system

What We're Looking For

Non-Negotiables

• Solid customer service experience, ideally in guest-facing roles where preventing escalations comes naturally
• Clear, professional spoken English that US retail customers can easily understand
• Strong written communication and documentation habits
• Very detail-oriented, including in situations that aren't black and white
• Proficient in Microsoft Teams, Outlook, and Excel
• Comfortable asking questions, giving updates, and working without constant oversight
• Able to work US Eastern or Central Time business hours

Preferred Qualifications

• Hospitality background
• Experience with RingCentral or a similar calling platform
• Basic understanding of logistics and shipping carriers
• Experience learning customized systems or ERPs
• Prior experience supporting US-based customers or teams