Onsite Customer & Technical Support Specialist

OutForce Inc.; Cebu City; On-site; PHP 335,000 - 391,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive HMO (up to 3 dependents)

Referral program

30 days annual leave

Team activities

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer support

Problem solving

Technical support

Billing support

Systems & tools

Documentation

Compliance & KPIs

Continuous improvement

Complaint handling

Customer focus

Job description

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.