Senior Customer Service Specialist

RunRemote; Makati; Remote; PHP 1,092,000 - 1,241,000; Full time

Benefits offered by this job

Great career growth

Amazing environment

Job summary

RunRemote in a 100% remote setup is seeking a Senior Customer Service Specialist to handle high-volume inquiries and coordinate across multiple teams. You will serve as the main contact via phone, email, and other channels while maintaining accurate records in our systems. The role reports to the Australian team, with shifts aligned to 8:00 AM–5:00 PM AEST, and offers strong growth opportunities.

Qualifications

• 3+ years of experience in customer service, customer support or similar frontline roles.
• Experience handling high-volume customer inquiries across multiple channels.
• Excellent verbal and written English communication skills.
• Ability to stay composed and proactive with ambiguous or stressful customer interactions.
• Strong data-entry and record-keeping abilities across multiple systems.

Responsibilities

• Serve as the first point of contact for customer enquiries across phone, email, and other channels.
• Handle a high volume of inbound calls with friendly, professional, solution-focused service.
• Listen carefully, ask questions, and clarify unclear inquiries to understand customer needs.
• Triaging enquiries and directing to the appropriate department or team.
• Gather and record customer information and service requests in the system.

Skills

Customer service

High-volume support

English communication

Multisystem navigation

Data entry

Tools

Simpro

Outlook

CRM systems

Job description

Senior Customer Service Specialist, are you there?

Hey there! We're looking for a Senior Customer Service Specialist for an established Australian security and locksmith services company. If you have experience handling high-volume customer enquiries, are confident working across multiple systems, and know how to keep customers feeling supported even when things get stressful or unclear, keep reading!

100% Remote

Salary in AU$2,200–AU$2,500 per month

Philippines – Reporting to the Australian team from 8:00AM-5:00PM AEST

Full Time

About our client

Our client is an established Australian security and locksmith services company with a strong local presence and well-recognised brand.

As the first point of contact for customers, the Central Service team handles a high volume of enquiries every day, from job updates and appointments to urgent requests.

They're looking for an experienced Senior Customer Service Specialist who is composed, professional, and positive, with the ability to listen carefully, clarify customer needs, and ensure each enquiry reaches the right team.

In your day-to-day, you will:

Customer Service & Experience

• Serve as the first point of contact for customer enquiries across phone, email, and other communication channels.
• Handle a high volume of inbound calls while providing friendly, professional, and solution-focused service, particularly when customers are stressed, confused, or dealing with time-sensitive situations.
• Listen carefully to customers, ask the right questions, and clarify unclear or ambiguous enquiries to understand what they need.
• Triage customer enquiries and determine the appropriate department, team, or person to action each request.
• Provide first-contact assistance where possible and escal enquiries to the appropriate internal team when required.ce where possible and escal enquiries to the appropriate internal team when required.

Service Coordination & Administration

• Gather and accurately record customer information, job details, and service requests, maintaining accurate records in Simpro.
• Create, update, and allocate jobs and enquiries in Simpro, ensuring they are directed to the appropriate department or team.
• Respond to and manage customer enquiries through the Outlook service inbox.
• Liaise with internal teams and follow up on outstanding requests to ensure enquiries are actioned and resolved in a timely manner.
• Follow established SOPs and workflows while developing a strong understanding of the company's services and internal teams to ensure enquiries are handled consistently and directed appropriately.

Skills you have:

• 3+ years of experience in customer service, customer support or similar frontline customer-facing roles.
• Proven experience working in a high-volume customer service environment, managing phone calls, emails, job records, and internal coordination simultaneously while maintaining accuracy and efficiency.
• Excellent verbal and written English communication skills, with the ability to communicate clearly and professionally with a wide range of customers.
• Highly composed and confident when dealing with ambiguity, unclear requests, and stressed customers, with strong listening and questioning skills to quickly understand customer needs and determine the appropriate next step.
• Highly organised and detail-oriented, with strong data-entry and record-keeping skills and the ability to confidently learn and navigate multiple systems and software.
• Strong ability to coordinate with multiple internal teams and ensure customer requests reach the right person or department.
• Reliable and consistent, with a strong sense of ownership and accountability.
• Naturally positive, friendly, and customer-focused, with the ability to bring good energy to every customer interaction.
• Comfortable learning technical products, services, and terminology without needing to be a technical expert from day one.

Skills that will make you stand out:

• Experience working in high-volume environments such as airlines, healthcare/medical, insurance, contact centres, hospitality, or other service-based industries, ideally handling 80+ inbound calls or customer interactions per day.
• Experience using Simpro, 3CX, or similar job management, CRM, ticketing, or phone systems.
• Experience working within trades, field services, security, locksmithing, or other technical service businesses.
• Experience working with Australian customers or within an Australian business environment.

You’ll be entitled to:

• Great opportunities for career growth
• Opportunity to work in an amazing environment