Multichannel Customer Experience Pro – Onsite AU Day Shift

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

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.