Senior Customer Service Specialist

🕒 August 12

🇵🇭 Philippines – Remote

💵 A$2.2k - A$2.5k / month

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 37%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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📋 Description

• Serve as the first point of contact for customer enquiries across phone, email, and other communication channels • Handle a high volume of inbound calls and provide friendly, professional, solution-focused service • Support customers who are stressed, confused, or dealing with time-sensitive situations • Listen carefully, ask questions, and clarify ambiguous enquiries • Triage enquiries and determine the appropriate department, team, or person • Provide first-contact assistance and escalate enquiries when required • Gather and accurately record customer information, job details, and service requests in Simpro • Create, update, and allocate jobs and enquiries in Simpro • Respond to and manage customer enquiries through the Outlook service inbox • Liaise with internal teams and follow up on outstanding requests • Follow established SOPs and workflows • Develop understanding of company services and internal teams to handle and direct enquiries consistently

🎯 Requirements

• 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 • Ability to communicate clearly and professionally with a wide range of customers • Strong listening and questioning skills to understand customer needs and determine the appropriate next step • Highly organised and detail-oriented, with strong data-entry and record-keeping skills • Ability to learn and navigate multiple systems and software • Strong ability to coordinate with multiple internal teams • Reliable and consistent, with a strong sense of ownership and accountability • Comfortable learning technical products, services, and terminology • Experience in high-volume environments such as airlines, healthcare/medical, insurance, contact centres, hospitality, or other service-based industries is advantageous • Experience handling 80+ inbound calls or customer interactions per day is advantageous • Experience using Simpro, 3CX, or similar job management, CRM, ticketing, or phone systems is advantageous • Experience working within trades, field services, security, locksmithing, or other technical service businesses is advantageous • Experience working with Australian customers or within an Australian business environment is advantageous • Must work from the Philippines and report to the Australian team from 8:00 AM–5:00 PM AEST

🏖️ Benefits

• Great opportunities for career growth • Opportunity to work in an amazing environment • 100% remote work • No daily commute

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