Customer Service Representative

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 They are a telecommunications provider delivering cloud-based communication and connectivity solutions for businesses. Their services include business phone systems, internet, mobile, and unified communications tools, designed to improve connectivity, scalability, and operational efficiency—particularly for small to mid-sized organizations. Job Overview: Employment type: Full-time Shift: AEST working hours Work setup: FULLY REMOTE Salary: PHP 30000 – 35000 What we offer: Competitive compensation package aligned with your skills and experience Comprehensive HMO coverage, including up to 3 free dependents Employee referral program with rewarding incentives 30 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 Customer Service Representative within the Business Support Team provides high-quality support to Business Customers across technical support and billing queries, via Phone, Email and Chat channels. Reporting into the relevant Team Leader, this role is the first point of contact for customers experiencing product or service issues, ensuring queries are resolved efficiently and with professionalism. The Customer Service Representative plays a key role in maintaining strong customer relationships by delivering consistent solutions and contributing to continuous improvement of the customer experience. What We’re Looking For: Customer Support: Handle customer concerns through phone, email, and chat while providing clear and professional communication. Problem Solving: Take ownership of issues, troubleshoot problems, and resolve customer concerns efficiently. Technical Support: Diagnose and resolve issues involving VoIP/SIP, Hosted PBX, softphones, IP phones, fax, NBN, and business mobile services. Billing Support: Handle invoices, payments, refunds, billing corrections, and explain charges and policies. Systems & Tools: Navigate multiple systems, diagnostic tools, logs, monitoring tools, knowledge bases, and customer records. Documentation: Accurately record customer interactions, issues, troubleshooting steps, and resolutions. Compliance & KPIs: Follow company procedures, SLAs, compliance requirements, service standards, and meet performance targets. Continuous Improvement: Identify recurring issues and contribute to improving processes, documentation, and knowledge bases. Complaint Handling: Recognize complaints and follow appropriate escalation and resolution procedures. Customer Focus: Adapt communication to different customers and proactively identify ways to assist them. What You’ll Be Working On: Essential Skills, Knowledge and Capabilities (What do you bring to the role?) • Meet performance metrics and KPI’s across all support channels • Manage issues to resolution, providing ownership and appropriate communication across all customer contact types • Identify recurring issues and contribute to process improvements, knowledgebase updates and technical documentation • Effectively navigate multiple systems to identify relevant information to managing customer requests • Ensure all customer interactions follow compliance guidelines, internal process, SLAs and service standards including maintaining accurate records of all interactions • Communicate effectively and adapt to different customers to provide effective support • Proactively identify opportunities to assist customers based on behaviour or common issue trends • Recognize customer complaints and follow relevant complaint handling, compliance and escalation procedures 2. Technical Support • Assist with initial setup and Issue Diagnosis: Identify and troubleshoot technical problems that customers are experiencing with products or services including but not limited to: VoIP/SIP services, Hosted PBX, Softphone Applications, IP Phones and related hardware, Fax services, NBN services and Business mobile phone services • Solution Provision: Offer solutions to resolve technical issues, whether through step-by-step instructions, software fixes, or hardware replacements. • Investigate technical issues using available diagnostic tools, system information, logs, monitoring tools and service information to provide positive customer outcomes 3. Billing Enquiries • Invoice Management: Address questions related to billing statements, charges, and payment history. • Corrections and Adjustments: Handle requests for adjustments, corrections, or refunds related to billing errors or discrepancies. • Payment Processing: Assist customers with processing payments, setting up payment plans, or resolving issues with payment methods. • Policy Explanation: Explain billing policies, fees, and charges clearly to customers, ensuring they understand their invoices and charges. Ready to take your career to the next level? Join us and be part of a team that values your growth, celebrates your achievements, and empowers you to make a real impact. Apply today and start shaping your future with a company that invests in your success every step of the way!