Night-Shift NA Customer Care Specialist (Onsite)

TOA Global; Manila; On-site; PHP 469,000 - 692,000; Full time

Benefits offered by this job

Service Incentive Leaves

HMO & Life Insurance

Night shift premium

Onsite office facilities

Career progression pathways

Job summary

TOA Global is hiring a Customer Care Specialist for the North American region. You will be the primary touchpoint across phone, email, and live chat, supporting US/Canada customers in multiple service sectors.

The role requires adapting to a fixed night shift and maintaining high service standards. You will navigate CRM databases, resolve complex inquiries, and collaborate with internal teams to ensure accurate records and timely resolutions.

Qualifications

• 1–2 years of proven customer service experience supporting North American accounts in a BPO/shared services/CC environment.
• Strong computer literacy, fast typing, and familiarity with Microsoft Office 365.
• Excellent verbal and written English communication; adaptable for night shift.
• Knowledge of major CRM platforms (Salesforce, Zendesk, HubSpot) is a plus.

Responsibilities

• Omnichannel Engagement: handle inbound/outbound interactions across phone, email, and live chat with NA customers.
• Issue Resolution & Troubleshooting: diagnose, de-escalate, and resolve billing inquiries and service issues following SOPs.
• Account & Workflow Management: update CRM records, track order/service statuses, and log interactions accurately.
• Cross-Functional Collaboration & SLA Adherence: work with operations, tech support, and account management to meet SLAs.

Skills

Customer service

CRM platforms

English communication

Night shift readiness

Microsoft Office 365

Tools

Salesforce

Zendesk

HubSpot

Job description

TOA Global is hiring a Customer Care Specialist for the North American region. You will be the primary touchpoint across phone, email, and live chat, supporting US/Canada customers in multiple service sectors.

The role requires adapting to a fixed night shift and maintaining high service standards. You will navigate CRM databases, resolve complex inquiries, and collaborate with internal teams to ensure accurate records and timely resolutions.