Customer Service Representative | On-site | US Hours

Location: ----------
Employment Type: Full-time
Schedule: Office-based, aligned with US time zones (PST–EST)

About the Role
We are seeking a proactive and customer-focused Customer Service Representative to join our office-based team in Cebu. In this role, you will handle inbound calls from clients in the home services industry, including Appliance Repair, Plumbing, Electrical, and HVAC. Your primary responsibility will be to deliver excellent customer support, resolve inquiries effectively, and ensure clients receive the assistance they need in a timely and professional manner.


Key Responsibilities
Answer inbound customer calls promptly and professionally.
Handle service inquiries, schedule appointments, and provide accurate information to clients.
Act as the first point of contact for customers across multiple trades (Appliance Repair, Plumbing, Electrical, HVAC, etc.).
Record and update customer information in the CRM system accurately.
Escalate issues or urgent service requests to the appropriate teams.
Maintain a high standard of professionalism, empathy, and problem-solving in every interaction.
Meet performance metrics, including call handling time, customer satisfaction, and resolution rates.
Requirements
Previous experience in customer service, call center, or dispatcher roles (home services industry experience is a plus).
Strong communication skills in English (both verbal and written).
Ability to handle high call volumes with efficiency and professionalism.
Comfortable working in a fast-paced environment and resolving issues under pressure.
Tech-savvy with the ability to use CRM systems and call-handling tools.
Flexibility to work US-based hours (PST–EST).
Willingness to work on-site in our Cebu office.


Preferred Qualifications
Experience supporting home services trades (Appliance Repair, Plumbing, Electrical, HVAC).
Familiarity with scheduling software or field service management systems.
Strong conflict resolution and active listening skills.
What We Offer
Office-based role in a prime IT Park location.
Opportunity to work with a growing network of home service providers.
Training and support to help you succeed in your role.
Competitive compensation based on experience and performance.

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