WFH Customer Support (Up to 56K + 13th Month)

Our Remote Customer Service Representative position offers a great opportunity to join a supportive team focused on helping our customers and providers have a smooth, positive experience. You'll handle calls, chats, emails, and callbacks while guiding users through app navigation, payments, scheduling, and service questions. We're looking for someone who brings strong communication, patience, and problem-solving skills, and who enjoys delivering great service in a fast-paced environment. Comprehensive training and continuous support will be provided throughout onboarding and deployment.

Employment Structure

Onboarding for this role is structured in two stages:

Stage 1: Training and Nesting Agreement (21 Business Days)

New hires begin under a separate Training and Nesting Agreement covering classroom training, assessments, shadowing, and production-readiness evaluation. To advance, trainees must meet measurable standards, including:

• Full attendance and participation throughout the program
• An 85% passing score on classroom assessments, with two attempts permitted
• A minimum score of 80 on scenario assessments, completed within a 15-minute limit
• Professionalism, communication, and conduct requirements
• Technical and work-from-home readiness (equipment, connectivity, workspace)
• Successful completion of shadowing and trainer confirmation of production readiness

Stage 2: Fixed-Term Employment Contract (until October 31, 2026)

Once a trainee successfully completes the training and nesting requirements and is confirmed as production-ready, a Fixed-Term Employment Contract is offered immediately, with no intended waiting period between training completion and the start of employment. The fixed-term contract covers deployment to production and remains tied to the account's seasonal requirements and client demand.

What You’ll Do

• Handle inbound calls, callback queues, chats, and email support.
• Manage 300+ weekly contacts (customer + provider support).
• Assist with app navigation, payments, scheduling, and service issues.
• Deliver high-quality service, meet performance expectations, and maintain policy compliance.
• Ensure strong communication, de-escalation, and issue resolution.

Work Schedule

Operations run Monday–Friday, 6:00 AM–10:00 PM CST and Saturday–Sunday, 7:00 AM–6:00 PM CST.

You will render a minimum of forty (40) hours of work per week or as may be required by the operational schedule.

• Schedules may rotate and will fall within the company’s hours of operation.
• Shift changes may be made depending on business requirements, with 1–2 weeks’ advance notice.
• The role may be placed under a Compressed Workweek (CWW) or rotating schedule in accordance with DOLE rules.
• Standard hours may exceed eight (8) hours/day when under an approved CWW without counting as overtime.
• Overtime, holiday pay, and rest-day premiums will follow Articles 87–90 of the Labor Code.

Requirements

What We’re Looking For

• Strong empathy and active listening
• Skilled in de-escalation and rapport building
• Problem-solving ability using available tools
• Reliable, adaptable, and consistent with schedules
• Receptive to feedback and coaching

Qualifications

• High school graduate; some college preferred
• Excellent English communication
• Minimum 1 year of BPO support experience for U.S. customers
• Zendesk or CRM/VoIP knowledge is a plus
• Comfortable with Google Suite

Technical Requirements

• Desktop/laptop with camera (Core i5, 8GB RAM minimum), dual monitors, noise-canceling headset
• Stable Ethernet connection (50mbps for download and 25mbps for upload)
• Backup internet connection with the same speed requirement (e.g. mobile data or secondary ISP)
• Backup power source (e.g. UPS or generator) in case of power interruptions
• Noise-canceling headset or headphones with a microphone
• A quiet, dedicated workspace free from distractions

Benefits

• Base Salary: Php 38,200/month
• Incentive Pay: Up to Php 115/hour (performance-based)
• Statutory benefits (SSS, PhilHealth, Pag-IBIG, 13th month pay, taxes)
• DOLE-mandated holiday pay and night differential
• Work in the comfort of your own home