Outbound Customer Support Representative

New Media Services, Pty. Ltd.; Baguio; On-site; PHP 201,000 - 312,000; Full time

Job summary

New Media Services Pty. Ltd. is seeking a proactive Customer Support specialist to deliver outstanding service across phone, email and chat from Loakan, Baguio City.

You will qualify leads, respond to inquiries, and support business growth by building positive relationships with customers. The role emphasizes accuracy, timely follow-ups, and collaboration with internal teams to resolve issues while maintaining high quality standards.

Qualifications

• Excellent verbal and written communication in English.
• Strong customer service orientation with interpersonal and problem-solving skills.
• Experience with CRM platforms and scheduling tools preferred.
• Willingness to work permanent night schedule, including weekends and holidays.

Responsibilities

• Handle outbound and inbound customer interactions via phone, email, and chat in English.
• Conduct outbound calls to prospective clients and represent products/services professionally.
• Address inquiries, resolve concerns, provide accurate information, and follow up promptly.
• Engage customers using approved scripts, manage objections, and adapt to conversations.
• Qualify leads and schedule appointments based on business needs.
• Record, update, and maintain accurate customer information in CRM and support systems.
• Collaborate with internal teams to resolve complex customer issues.
• Maintain up-to-date knowledge of products, services, and processes.
• Meet or exceed customer satisfaction, productivity, and appointment targets.
• Cross-train and support multiple accounts or services as required.
• Adhere to company policies, quality standards and work schedules.

Skills

Excellent English

Customer service orientation

Objection handling

Time management

Multi-tasking

Tools

CRM software

Scheduling tools

Job description

FULL-TIME | ONSITE | Loakan, Baguio City

If you are passionate about delivering exceptional customer service and building positive customer relationships, we invite you to join our dynamic Customer Support team. In this role, you will provide professional assistance through multiple communication channels while engaging with customers, qualifying leads, and supporting business growth through excellent service.

Key Responsibilities

• Handle outbound and inbound customer interactions via phone, email, and chat in English.
• Conduct outbound calls to prospective clients and represent the company's products and services professionally.
• Address customer inquiries, resolve concerns, provide accurate product or service information, and ensure timely follow-up.
• Engage customers by following approved scripts while effectively handling objections and adapting to conversations.
• Qualify leads and schedule appointments or meetings with potential clients based on business requirements.
• Record, update, and maintain accurate customer information, interactions, and activity in CRM and other support systems.
• Collaborate with internal teams to resolve complex customer concerns and elevate issues when necessary.
• Maintain up-to-date knowledge of company products, services, and processes to provide accurate information and recommendations.
• Meet or exceed customer satisfaction, productivity, and appointment or service level targets.
• Cross-train and support multiple accounts or services as required.
• Adhere to company policies, quality standards, and work schedules while maintaining professionalism in all customer interactions.

Qualifications

• Excellent verbal and written communication skills in English.
• Strong customer service orientation with exceptional interpersonal and problem-solving skills.
• Comfortable handling objections and confidently communicating with customers while following established scripts.
• Previous experience in customer service, customer support, telemarketing, appointment setting, or a related role is an advantage.
• Experience using CRM platforms, customer support software, and scheduling tools is preferred.
• Strong organizational, multitasking, and time management skills.
• Ability to work independently and collaboratively in a fast-paced, target-driven environment.
• Capable of handling high-pressure situations while maintaining professionalism and quality service.
• Willing to work on a permanent night schedule, including weekends and holidays, as business needs require.