Customer / Technical Support Specialist (AU Telco) | On-Site | AU Hours

OutForce Inc.; Cebu City; Presencial; PHP 335.000 - 391.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Comprehensive HMO (up to 3 dependents)

Referral program

30 days annual leave

Team activities

Descripción de la vacante

OutForce Inc. is seeking a Customer Service Representative to support Business Customers with technical and billing inquiries via phone, email, and chat. This full-time, onsite role located in Cebu operates on AEST hours and offers competitive compensation and strong benefits.

You will handle inquiries, resolve issues, document steps, and ensure compliance with SLAs while contributing to continuous improvement and customer satisfaction.

Formación

• Customer support through phone, email, chat.
• Problem solving and ownership of issues.
• Technical support for VoIP/SIP, Hosted PBX, softphones, IP phones, fax, NBN, business mobile services.
• Billing support including invoices, payments, refunds, and policy explanations.
• Navigate multiple systems, diagnostic tools, logs, monitoring tools, knowledge bases, and customer records.
• Accurately record interactions, issues, troubleshooting steps and resolutions.
• Follow SLAs, compliance requirements, service standards, and meet performance targets.
• Identify recurring issues and contribute to improvements in processes and knowledge bases.
• Alarm on complaints and follow escalation procedures.
• Adapt communication to different customers and proactively help them.

Responsabilidades

• Meet performance metrics and KPIs across all support channels.
• Manage issues to resolution with ownership and clear communication.
• Identify recurring issues and contribute to process improvements and knowledge base updates.
• Navigate multiple systems to locate information for customer requests.
• Ensure all interactions comply with guidelines, processes and SLAs.
• Communicate effectively and adapt to different customers for effective support.
• Proactively identify opportunities to assist customers based on trends.
• Recognize complaints and follow appropriate escalation procedures.

Conocimientos

Customer support

Problem solving

Technical support

Billing support

Systems & tools

Documentation

Compliance & KPIs

Continuous improvement

Complaint handling

Customer focus

Descripción del empleo

OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers.

We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams.

Unlike traditional outsourcing models, our people are fully embedded into their clients’ business, creating meaningful work, stronger collaboration, and long-term career opportunities.

We are proud to be:

• Great Place to Work Certified
• HR Asia Best Companies to Work for in Asia 2025
• HR Asia Most Caring Company Award 2025
• HR Asia Diversity, Equity & Inclusion Award 2025

At OutForce, we invest in our people through career growth opportunities, flexible work environments, supportive leadership, and a culture built on trust, collaboration, and continuous improvement.

As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses.

Join OutForce and build your future with one of Asia’s best workplaces.

About the Team You’ll Join

They are atelecommunications provider delivering cloud-based communication and connectivity solutionsfor businesses. Their services includebusiness phone systems, internet, mobile, and unified communications tools, designed to improve connectivity, scalability, and operational efficiency—particularly for small to mid-sized organizations.

Job Overview:

Employment type: Full-time

Shift: AEST working hours

Work setup: FULLY ONSITE

Salary: PHP 30000 - 35000

What we offer:

• Competitive compensation package aligned with your skills and experience
• Comprehensive HMO coverage, including up to 3 free dependents
• Employee referral program with rewarding incentives
• 30 days of annual leave, giving you flexibility to manage your time
• Engaging team activities and events to keep work enjoyable
• Build strong, high-impact connections with key stakeholders across the business
• Take part in client engagement initiatives to elevate your professional experience.

Role Overview:

The Customer Service Representative within the Business Support Team provides high-quality support to Business Customers across technical support and billing queries, via Phone, Email and Chat channels. Reporting into the relevant Team Leader, this role is the first point of contact for customers experiencing product or service issues, ensuring queries are resolved efficiently and with professionalism. The Customer Service Representative plays a key role in maintaining strong customer relationships by delivering consistent solutions and contributing to continuous improvement of the customer experience.

What We’re Looking For:

• Customer Support: Handle customer concerns through phone, email, and chat while providing clear and professional communication.
• Problem Solving: Take ownership of issues, troubleshoot problems, and resolve customer concerns efficiently.
• Technical Support: Diagnose and resolve issues involving VoIP/SIP, Hosted PBX, softphones, IP phones, fax, NBN, and business mobile services.
• Billing Support: Handle invoices, payments, refunds, billing corrections, and explain charges and policies.
• Systems & Tools: Navigate multiple systems, diagnostic tools, logs, monitoring tools, knowledge bases, and customer records.
• Documentation: Accurately record customer interactions, issues, troubleshooting steps, and resolutions.
• Compliance & KPIs: Follow company procedures, SLAs, compliance requirements, service standards, and meet performance targets.
• Continuous Improvement: Identify recurring issues and contribute to improving processes, documentation, and knowledge bases.
• Complaint Handling: Recognize complaints and follow appropriate escalation and resolution procedures.
• Customer Focus: Adapt communication to different customers and proactively identify ways to assist them.

What You’ll Be Working On:

Essential Skills, Knowledge and Capabilities (What do you bring to the role?)

• Meet performance metrics and KPI’s across all support channels
• Manage issues to resolution, providing ownership and appropriate communication across all customer contact types
• Identify recurring issues and contribute to process improvements, knowledgebase updates and technical documentation
• Effectively navigate multiple systems to identify relevant information to managing customer requests
• Ensure all customer interactions follow compliance guidelines, internal process, SLAs and service standards including maintaining accurate records of all interactions
• Communicate effectively and adapt to different customers to provide effective support
• Proactively identify opportunities to assist customers based on behaviour or common issue trends
• Recognize customer complaints and follow relevant complaint handling, compliance and escalation procedures

2. Technical Support

• Assist with initial setup and Issue Diagnosis: Identify and troubleshoot technical problems that customers are experiencing with products or services including but not limited to: VoIP/SIP services, Hosted PBX, Softphone Applications, IP Phones and related hardware, Fax services, NBN services and Business mobile phone services
• Solution Provision: Offer solutions to resolve technical issues, whether through step-by-step instructions, software fixes, or hardware replacements.
• Investigate technical issues using available diagnostic tools, system information, logs, monitoring tools and service information to provide positive customer outcomes

3. Billing Enquiries

• Invoice Management: Address questions related to billing statements, charges, and payment history.
• Corrections and Adjustments: Handle requests for adjustments, corrections, or refunds related to billing errors or discrepancies.
• Payment Processing: Assist customers with processing payments, setting up payment plans, or resolving issues with payment methods.
• Policy Explanation: Explain billing policies, fees, and charges clearly to customers, ensuring they understand their invoices and charges.