Senior Customer Service Officer

Senior Customer Service Officer (Remote – Philippines)

Work Life Safety Systems (WLSS)

Full-time | ₱47,000 – ₱75,000 per month | Day shift (6:00 AM – 2:30 PM PH Time)

About WLSS

At Work Life Safety Systems (WLSS), we help Australian organisations create safer, compliant, and more productive workplaces.

Through our consulting services and SaaS platform, we simplify safety compliance — including electrical testing, fire equipment servicing, WHS management, and risk reporting.

We're an Australian-owned company known for professionalism, attention to detail, and a strong team culture. As we continue to grow, we're seeking a hands-on Senior Customer Service Officer who can lead people, improve processes, and deliver results.

About the Role

This is a leadership role for an experienced Customer Service professional with a proven ability to manage people while staying hands-on with client delivery.

You'll lead by example — performing client-facing tasks yourself, ensuring standards are met, and holding others accountable to deadlines and quality.

You'll also be actively involved in designing and refining internal processes, helping the team work more efficiently while maintaining WLSS's high standards of accuracy and communication.

Key Responsibilities

• Lead, coach, and support a small team of Customer Service Officers to deliver consistent, high-quality outcomes.
• Act as a hands-on team leader — performing client coordination, reporting, and documentation work alongside the team.
• Hold team members accountable to service levels, response times, and quality standards.
• Oversee client communication to ensure accuracy, tone, and professionalism.
• Prepare, review, and format professional client reports and correspondence using Microsoft 365.
• Manage team workflows, client interactions, and pipelines through HubSpot CRM.
• Identify bottlenecks and design improved systems and processes to increase efficiency and clarity.
• Report to Australian management on team performance, workload, and improvement initiatives.
• Support onboarding, quality checks, and training of new team members.

Skills & Experience

• Minimum 7 years' experience working with Australian or international clients, with at least 2 years leading or managing people.
• Demonstrated success as a hands-on leader — balancing delivery with accountability.
• Strong communication, interpersonal, and leadership skills.
• Proven ability to coach others, delegate effectively, and follow up with consistency.
• Deep working knowledge of Microsoft 365 (Word, Excel, Outlook, Teams) and HubSpot CRM.
• Strong business writing, document formatting, and report preparation experience.
• Process-driven mindset — comfortable building and refining systems to improve efficiency.
• Highly organised, proactive, and calm under pressure.

Technical & Work Setup Requirements

• Stable primary internet connection: Minimum 40 Mbps download / 20 Mbps upload.
• Backup internet source (e.g., secondary connection or mobile hotspot).
• Dedicated quiet home office with high-quality headset and microphone for team and client meetings.
• Suitable desk setup for full-time remote work and leadership visibility.

Work Setup & Benefits

• Remote full-time role (Monday – Friday, 6:00 AM – 2:30 PM PH Time).
• Competitive salary with leadership performance incentives.
• Continuous professional development and structured leadership training.
• Long-term stability with opportunities to shape WLSS's customer service systems and team growth.
• Supportive Australian management and a collaborative, high-performance culture.

How to Apply

If you're a high-level communicator and hands-on leader who can guide a remote team to deliver excellence while improving systems and efficiency — we'd love to meet you.

Please send:

1. Your resume (in both Word and PDF formats) with a headline summarising your leadership experience.

2. A 2-minute video explaining:

3. Your experience leading people and managing teams.

4. The specific actions or systems you implemented to improve performance or efficiency.
5. The results you achieved and what made those improvements effective.

Upload your video to Google Drive or YouTube (unlisted) and include the link in your cover letter

---