Senior CRM & Customer Experience Specialist (Onsite)

OutForce; Taguig; On-site; PHP 711,000 - 852,000; Full time

Benefits offered by this job

Comprehensive HMO

20 days annual leave

Employee referral program

Team activities

Engagement with key stakeholders

Job summary

OutForce, a people-first outsourcing company, is seeking a CRM Representative to deliver high-quality customer service for a leading Australian waste management client. You will handle daily communications, bookings, and account updates in a fast-paced, structured environment.

Ideal candidates have experience in customer service or CRM, are organized, reliable, and proficient with CRM systems (e.g., Wastedge) and Microsoft Office. Onsite AU hours; performance-driven culture.

Qualifications

• Previous experience in a customer service or CRM role, ideally within logistics, waste management, or field services.
• Strong communication and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• High level of organisation, reliability, and attention to detail.
• Proficiency in CRM systems (e.g., Wastedge) and Microsoft Office Suite.
• Ability to work to defined processes, targets, and performance expectations.

Responsibilities

• Act as a primary point of contact for customers via phone, email, and online channels.
• Answer inbound calls in line with service standards. 30+ calls per day
• Action and respond to customer emails, with a target of 25–30+ emails per day.
• Handle bookings, provide service updates, and respond to enquiries promptly and professionally.
• Ensure all customer interactions reflect company service standards and professionalism.
• Take ownership of customer issues and complaints from initial contact through to resolution.
• Investigate issues, coordinate with internal teams, and ensure timely outcomes.
• Escalate complex, high-risk, or unresolved matters to the appropriate manager.
• Keep customers informed throughout the process and ensure proper follow-up is completed.
• Manage the onboarding of new customers and ensure all details are correctly set up in systems.
• Perform daily checks of new customer bookings and ensure accuracy and completeness.
• Proactively monitor customer accounts to maintain service quality and customer satisfaction.
• Answer inbound calls.
• Action 25–30+ customer emails per day.
• Review and action daily overweight notices.
• Update and maintain the daily roster.
• Review and action driver comments daily.
• Check and action new customer bookings daily.
• Ensure all tasks are completed accurately and within required timeframes.
• Maintain accurate and detailed customer notes in the CRM system.
• Ensure all actions, updates, and decisions are properly recorded.
• Support contract administration, cancellations, and invoicing processes.
• Prepare and maintain required daily and operational reports.
• Undertake additional reporting or administrative tasks as directed to support business requirements.
• Work closely with Operations to schedule services and adjust bookings as required.
• Ensure service changes, issues, and priorities are clearly communicated.
• Support efficient service delivery through accurate and timely coordination.

Skills

Customer service

CRM software

Communication

Multitasking

Organization

MS Office

Problem solving

Tools

Wastedge CRM

Microsoft Office

Job description

OutForce, a people-first outsourcing company, is seeking a CRM Representative to deliver high-quality customer service for a leading Australian waste management client. You will handle daily communications, bookings, and account updates in a fast-paced, structured environment.

Ideal candidates have experience in customer service or CRM, are organized, reliable, and proficient with CRM systems (e.g., Wastedge) and Microsoft Office. Onsite AU hours; performance-driven culture.