Customer Support Specialist

2 weeks ago

Makati City, National Capital Region, Philippines VA Masters Full time ₱250,000 - ₱500,000 per year

Role Overview

We're hiring a reliable and articulate Customer Support Specialist to handle inbound calls from clients and leads. In this role you'll respond to inquiries, manage leads through our internal systems, and deliver a professional caller experience. The ideal candidate is tech-savvy, calm under pressure, detail-oriented, and able to work flexible or shifting schedules.

Key Responsibilities

  • Answer inbound calls using a confident, warm, and professional tone.
  • Follow structured scripts and capture accurate, detailed information in the CRM.
  • Book jobs promptly, prioritizing urgent or emergency requests as needed.
  • Modify tone and pace depending on the caller's mood and context.
  • Use geographic cues and postcode knowledge to maintain a local-sounding approach.
  • Coordinate with internal teams when required and escalate issues appropriately.
  • Take part in regular training and performance reviews to maintain high standards.

Mandatory Skills

  • Clear spoken English with a neutral or soft accent.
  • Strong communication and active-listening skills.
  • Ability to stay composed and effective during high-pressure or emotional calls.
  • Highly organized and detail-oriented when following processes and scripts.
  • Comfortable with CRM platforms, VoIP/call systems, and team communication tools.
  • Dependable, punctual, and open to coaching and feedback.

Preferred Skills

  • Previous inbound customer service, dispatch, or call-center experience.
  • Familiarity with lead-tracking and CRM workflows.
  • Understanding of UK/international postcode formats and regional naming conventions.
  • Quick to learn new systems and adapt to updated procedures.
  • Experience handling sensitive or time-critical service requests.

Technical Requirements

  • Primary internet connection with stable speed (25 Mbps recommended).
  • Backup internet source (pocket Wi-Fi or secondary provider).
  • Backup power (UPS or generator) where possible.
  • Own laptop or desktop and a high-quality noise-cancelling headset.
  • Quiet, dedicated workspace free from interruptions.

Why Join Us

This remote position lets you make a real difference with every call. You'll join a supportive team that values professionalism, continual improvement, and excellent client outcomes. With structured scripts, training, and no cold-calling, you'll have the tools to succeed while gaining valuable experience in customer interaction and service coordination.

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