Customer Care Associate – 100% Email Only, Non-Voice (Dedicated Account)

Five Star Solutions is building a dedicated pioneer Customer Care team in the Philippines to support a leading US-based digital parking reservation platform. The team assists customers entirely through email , booking transient parking reservations, processing refunds and reimbursements, relocating reservations, reporting parking issues, and answering any other questions customers may have.

Essential Functions

• Booking Reservations: Book parking reservations requested by customers via email using the client's website , comparing locations for rates, distance from the customer's destination, and reviewing amenities and restrictions prior to booking.
• Rebooking & Refunding: Follow the client's processes for rebooking reservations, issuing refunds, or reimbursing customers to resolve their concerns.
• Parking Issues: Report parking closures, full lots, and other on-site issues to the client and to the operators of the affected parking garages and lots.
• Case Tagging & Email: Use a tagging chart to accurately label case types and respond with pre-built email templates (macros), personalizing them where needed to fully resolve each customer’s concern.
• Team Communication: Use Slack as the primary channel to communicate with internal team members and subject matter experts (SMEs) for questions and assistance.
• Quality Written Support: Deliver natural, unscripted written responses , using reassurance and empathetic statements, educating customers on processes, and following the client's guidelines for issuing credits, refunds, and reimbursements.

Work Schedule

The account operates from 7:00 AM to 7:00 PM US Central Standard Time (CST) , equivalent to 9:00 PM to 9:00 AM Manila time (one hour earlier during US daylight saving time) , every day of the year, including holidays. Associates will be assigned full-time 40-hour schedules within this window. Applicants must be fully amenable to night shift hours in Philippine Time; night shift differential applies in accordance with Philippine labor law.

• Weekend & Holiday Coverage: Weekend and holiday work is required; holiday hours are compensated at premium rates.
• Rest Days: Rest days rotate during the week and are scheduled as two (2) consecutive days off to support proper rest and work-life balance.
• Breaks: A 60-minute unpaid lunch break plus paid rest breaks in accordance with company policy (two 15-minute paid breaks on a standard 8-hour shift).

Work Location

Rockwell Business Center Sheridan, Sheridan St. corner United St., Mandaluyong City, 1554 Metro Manila

• MRT Access: Just walking distance from MRT-3 Shaw Boulevard Station , no long transfers needed.
• Commuter-Friendly: Easily reachable by all forms of public transportation , buses and the EDSA Carousel along EDSA, plus jeepneys and UV Express routes along Shaw Boulevard connecting to Pasig, Mandaluyong, Manila, and Quezon City.
• Modern Facility: A PEZA-accredited business hub with 24/7 security, backup power, and ample parking for those who drive.
• Everything Nearby: Surrounded by restaurants, coffee shops, convenience stores, and banks, with major malls like Shangri-La Plaza and SM Megamall just minutes away.

Requirements

• Able to navigate multiple websites and screens at the same time while working through customer emails.
• Knowledge of parking garages or lots is not necessary, but helpful for understanding processes.
• Excellent written English communication skills , strong grammar, spelling, and a clear, professional tone suitable for a US customer base.
• Comfortable writing without a script , able to convey reassurance, empathy, and customer education naturally in email form while following client guidelines.
• At least 1 year of BPO customer service experience supporting a US or international account preferred, ideally in email, chat, or back-office support; strong candidates with exceptional written communication skills may be considered.
• Proven reliability and attendance record; ability to commit to shifting, weekend, and holiday scheduling.
• Willingness to work onsite at Rockwell Business Center Sheridan, Mandaluyong City.

Growth Opportunities

This team has room to grow! Depending on performance, associates can be uptrained to handle specialized Monthly and VIP case types, or advance into SME support roles that help answer questions and guide the rest of the team. As a pioneer account, early performers will be first in line for team leadership positions as headcount expands.

What We Offer

• HMO Provided: Coverage for you as part of your benefits package.
• Pioneer Team Advantage: Be a founding member of a brand-new account with very high potential for promotion to specialized and leadership positions as the team grows.
• Family-Like Culture: A smaller working environment with a close-knit, family-like culture , a refreshing alternative to large, corporate-style BPOs.
• Performance Bonuses: Monthly performance bonuses tied to quality, customer satisfaction, and productivity targets.
• Full-time, dedicated account assignment with a stable, predictable 40-hour work week.
• Two consecutive rest days scheduled every week.
• Paid, company-provided training with no cost to you , fully compensated from day one.
• Overtime and holiday work compensated at premium rates; all overtime is pre-approved.
• Continuous coaching, professional development, and career growth within a growing US-headquartered BPO.

Compensation

As a member of our pioneer batch for this account, you will receive a special pioneering team rate , offered exclusively to this batch only and not extended to succeeding hires:

• Monthly Basic Pay: ₱25,000.00
• Non-Taxable Allowance: ₱2,000.00 per month
• Total Guaranteed Monthly Pay: ₱27,000.00 , plus monthly performance bonuses, night differential, and holiday premiums on top