Customer Service Representative (ONSITE) (Fixed Term)

iScale Solutions, Inc.; Makati; On-site; PHP 335,000 - 502,000; Full time

Job summary

iScale Solutions, Inc. is seeking a customer service professional to provide professional, empathetic support to consumers and dealers, handling calls, emails, and chats onsite in the Philippines on AU day shift.

You will troubleshoot technical issues, manage inquiries, and coordinate with internal teams to ensure a smooth experience and timely case resolution. The ideal candidate has 2+ years in CS/Tech support or BPO and strong communication skills.

Qualifications

• Experience: More than 2 years in Customer Service, Technical Support, or a BPO contact center environment.
• Shift: Willingness to work AU Day Shift in a 100% Onsite setup in the Philippines.
• Core skills: Strong multi-tasking with ability to switch between calls, emails, and chats without loss of accuracy.
• Communication: Excellent oral and written skills with professional phone presence.
• Coachability: Open to feedback, quality coaching, and metrics tracking.
• Flexibility: Willingness to work on holidays as required by the business.

Responsibilities

• Deliver The Exceptional Experience: Provide professional, empathetic, and immediate availability to every consumer and dealer.
• Multi-Channel Support: Be the first point of contact across inbound calls, emails, and live chat for B2C and B2B.
• Inquiry & Order Management: Resolve inquiries on sales, pricing, and product features; track and follow up on orders.
• Technical Troubleshooting: Guide through issues, app connectivity, and troubleshooting for robots and water treatment/pool systems.
• Product Knowledge & Consultative Guidance: Discuss parts breakdowns and product comparisons to find best solutions.
• Case Resolution & Cross-Team Coordination: Coordinate with internal teams and external shops to resolve complex cases.
• Smart Triage & Load Filtering: Gather precise information before transferring cases to reduce workload.
• Dealer Network Support: Locate nearby authorized dealers and repair centers.
• Continuous Improvement & Documentation: Document issues and trends, suggest improvements.

Skills

2+ years experience

Multi-tasking

Communication

Coachability

Flexibility

Job description

Responsibilities:

• Deliver The Exceptional Experience: Bring our brand promise to life by providing professional, empathetic, and immediate availability to every consumer and dealer.

• Multi-Channel Support: Act as the first point of contact, handling task-switching seamlessly between inbound calls, emails, and live chat for both consumers (B2C) and dealers/branches (B2B).

• Inquiry & Order Management: Resolve customer inquiries regarding sales, pricing, and product features. Efficiently track and follow up on orders to ensure a smooth supply chain experience for all accounts.

• Technical Troubleshooting: Guide consumers and dealers through technical issues, app connectivity, and troubleshooting for specialized robots and water treatment/pool systems.

• Product Knowledge & Consultative Guidance: Confidently discuss parts breakdowns and product comparisons. Guide consumers to the best product solutions for their specific pool needs.

• Case Resolution & Cross-Team Coordination: Coordinate with internal teams, account managers, and external shops to resolve complex cases, including handling consumer out-of-warranty claims.

• Smart Triage & Load Filtering: Gather precise, accurate information from the customer before transferring cases, ensuring the right concerns reach the right department to help lessen the overall workload across teams.

• Dealer Network Support: Connect and locate nearby authorized dealers and repair centers for consumers needing local equipment, pool systems, or physical repairs.

• Continuous Improvement & Documentation: Provide accurate documentation within our tracking systems. Liaise regularly with the supervisor regarding critical case trends and contribute active ideas on how to improve both the consumer experience and business efficiency.

Requirements:

• Experience: More than 2 years of experience in Customer Service, Technical Support, or a BPO contact center environment.

• Shift & Setup: Must be willing to work an AU Day Shift schedule in a 100% Onsite setup in the Philippines.

• Core Skills: Strong multi-tasking abilities with the skill to fluidly switch between calls, emails, and chats without losing accuracy.

• Communication: Excellent oral and written communication skills with a professional, pleasant phone presence.

• Coachability: Open to continuous feedback, quality coaching, and performance metrics tracking.

• Flexibility: Willingness to work on holidays as required by the business.