Description
We are seeking a Customer Care Associate to join our team in the Philippines. As a founding member of this new operation, you will help shape the team from Day 1 with very high potential to grow into specialized and leadership positions as the account expands.
The role involves assisting customers with booking transient parking reservations, processing refunds and reimbursements, relocating reservations, reporting parking issues, and answering any other questions customers may have.
Essential Functions
- Book parking reservations using the client's website, comparing locations for rates, distance from the customer's destination, and reviewing amenities and restrictions prior to booking.
- Follow the client's processes for rebooking reservations, issuing refunds, or reimbursing customers to resolve their concerns.
- Report parking closures, full lots, and other on-site issues to the client and to the operators of the affected parking garages and lots.
- Use a tagging chart to accurately label case types and send pre-built email templates (macros) to customers.
- Communicate with internal team members and subject matter experts (SMEs) for questions and assistance using Slack.
- Deliver natural, unscripted conversations, 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 12:30 PM to 11:00 PM US Central Time (CST) every day of the year, including holidays. Associates will be assigned full-time 40-hour schedules within this window.
- Weekend and holiday work is required; holiday hours are compensated at premium rates.
- Rest days rotate during the week and are scheduled as two (2) consecutive days off to support proper rest and work-life balance.
- A 60-minute unpaid lunch break plus paid rest breaks in accordance with company policy.
Work Location
- Rockwell Business Center Sheridan, Sheridan St. corner United St., Mandaluyong City, 1554 Metro Manila
- Easily reachable by all forms of public transportation.
- Modern facility with 24/7 security, backup power, and ample parking.
Requirements
- Able to navigate multiple websites and screens at the same time while engaging with customers.
- Excellent English communication skills, both verbal and written, with a neutral accent suitable for a US customer base.
- Comfortable working without a script, able to deliver reassurance, empathy, and customer education naturally while following client guidelines.
- At least 1 year of BPO customer service experience supporting a US or international account preferred.
- Proven reliability and attendance record; ability to commit to evening, 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 call types, or advance into SME support roles.
- 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.
- Performance Bonuses: Monthly performance bonuses tied to quality, customer satisfaction, and productivity targets.
- Perfect Attendance Bonus: A monthly bonus for perfect attendance.
- 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.
- Overtime and holiday work compensated at premium rates.