Customer Service Specialist (Driver's License required) | Car Insurance Account

iCXeed Philippines Inc.; Tangob; On-site; PHP 279,000 - 502,000; Full time

Job summary

iCXeed Philippines Inc. is seeking a proactive Customer Support Specialist to guide clients through the claims process after car accidents with accuracy and empathy.

You will handle inbound/outbound calls, collect details, assess fault, coordinate replacement vehicles, and maintain robust documentation while meeting KPIs and working a rotating roster across early to late shifts in AEST time. Strong English and CRM familiarity required.

Qualifications

• 2+ years in a customer service role handling inbound and outbound calls.
• Experience supporting international customers, preferably Australian-based.
• Must have a valid driver’s license and be able to drive.
• Excellent English written and spoken communication.
• Familiar with CRM systems and ability to manage records efficiently.
• Strong attention to detail and sound judgment under pressure.

Responsibilities

• Be the voice of the brand by delivering high-quality service.
• Handle calls to collect accident details, assess fault, and determine eligibility for replacement vehicles.
• Review accident photos and related details to inform decisions.
• Manage inbound and outbound leads within KPIs to ensure high booking and recovery rates.
• Coordinate customer reservations and replacement car bookings with branch logistics.
• Maintain accurate documentation and uphold data confidentiality.
• Collaborate with internal teams to ensure smooth and compliant operations.
• Work on a rotating roster covering 6 AM to 7 PM AEST, Monday to Sunday.

Skills

Customer service

Communication skills

Attention to detail

Decision-making

Driver's license

CRM systems

English proficiency

Organizational skills

Tools

CRM systems

Job description

Job description:

Are you a proactive communicator with strong decision-making skills and a keen eye for detail? We're looking for a Customer Support Specialist to assist customers involved in car accidents by guiding them through our claims process. Strong listening skills, sound judgment, and attention to detail are key to success.

What You'll Do:

• Be the voice of our brand, delivering high-quality service aligned with our mission and values.
• Handle calls to collect accident details, assess fault, and determine eligibility for replacement vehicles.
• Carefully review accident photos and related details to make informed decisions.
• Manage inbound and outbound leads within set KPIs to ensure high booking and recovery rates.
• Coordinate customer reservations and replacement car bookings in line with branch logistics.
• Maintain accurate documentation and uphold data confidentiality at all times.
• Collaborate with internal teams to ensure smooth and compliant operations.
• Work on a rotating roster covering 6 AM to 7 PM AEST, Monday to Sunday.

What We're Looking For:

• Must know how to drive and hold a valid driver's license.
• Excellent English communication skills - both written and spoken.
• Minimum of 2 years' experience in a customer service role handling both inbound and outbound calls.
• At least 2 years of experience supporting international customers, preferably Australian-based.
• Strong attention to detail, with sound judgment and decision-making skills.
• Familiarity with CRM systems and ability to manage customer records efficiently.
• Ability to assess scenarios logically and remain composed under pressure.

• Good understanding of car parts and road rules is a plus.
• Self-motivated, organized, and capable of working both independently and collaboratively.