Senior Customer Relationship Management Representative ONSITE Up To 70k

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

Job Description:

OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers.

We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams.

Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities.

We are proud to be:

• Great Place to Work® Certified
• HR Asia Best Companies to Work for in Asia 2025
• HR Asia Most Caring Company Award 2025
• HR Asia Diversity, Equity & Inclusion Award 2025

At OutForce, we invest in our people through career growth opportunities, flexible work environments, supportive leadership, and a culture built on trust, collaboration, and continuous improvement.

As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses.

Join OutForce and build your future with one of Asia’s best workplaces.

About the Team You’ll Join

Our client is a leading Australian waste management and recycling company that delivers sustainable resource recovery and environmental solutions to businesses, government organizations, and households. With over 50 years of industry experience, our client specializes in waste collection, recycling, resource recovery, and environmental services while focusing on innovation, sustainability, and customer satisfaction.

Job Overview:

Employment type: Full-time

Shift: AU working hours

Work setup: ONSITE

Salary: UP TO PHP 70,000.00

What we offer:

• Competitive compensation package aligned with your skills and experience
• Comprehensive HMO coverage, including a free dependent on Day 1

• Employee referral program with rewarding incentives
• 20 days of annual leave, giving you flexibility to manage your time
• Engaging team activities and events to keep work enjoyable
• Build strong, high-impact connections with key stakeholders across the business
• Take part in client engagement initiatives to elevate your professional experience.

Role Overview:

The CRM Representative is responsible for delivering consistent, high-quality customer service while managing a defined set of daily operational and administrative tasks. This role is a key point of contact for customers and plays a critical part in ensuring timely communication, accurate processing of requests, and effective coordination between customers and operations.

The role requires a high level of organisation, productivity, and accountability. The CRM Representative is expected to work to a structured daily schedule, meet defined output targets, maintain accuracy, and take ownership of tasks from start to finish. This is a fast-paced, performance-driven role where reliability, follow-through, and timeliness are essential.

Training is provided for all CRM duties, and responsibilities are shared across team members to ensure operational coverage and flexibility. Reporting lines and specific duties may be adjusted or rotated from time to time to meet business requirements.

What We’re Looking For:

Skills, Experience & 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.

Personal Attributes

• Proactive and self-motivated.
• Reliable and consistent in performance and attendance.
• Comfortable working in a structured, performance-driven environment.
• Strong sense of responsibility and accountability.
• Focused on quality, timeliness, and customer outcomes.

What You’ll Be Working On:

1. Customer Communication & Support

• 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.

2. Issue Resolution & Escalation

• 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 inform throughout the process and ensure proper follow-up is completed.

3. Onboarding & Account Management

• 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.

4. Daily Operational Duties

• 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.

5. Records Management & Administration

• 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.

6. Operational Coordination

• 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.

Performance Standards & Accountability

• Maintain consistent daily productivity across all assigned duties.
• Meet the target of 25–30+ emails actioned per day, in addition to other daily responsibilities.
• Respond to internal and external requests in a timely manner.
• Follow the agreed daily schedule and workflow 100%.
• Maintain a high level of accuracy, attention to detail, and follow-through.
• Demonstrate ownership and accountability for all assigned tasks.
• Deliver sustained performance, not short-term or inconsistent improvement.

Performance will be monitored on an ongoing basis.