Customer Care Associate

About the role

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 with booking transient parking reservations, processing refunds and reimbursements, relocating reservations, reporting parking issues, and answering any other questions customers may have. 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.

Key responsibilities

• 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
• Use Slack as the primary channel to communicate with internal team members and subject matter experts (SMEs) for questions and assistance
• 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

About you

• 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; strong candidates with exceptional communication skills may be considered
• 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

Benefits

• Pioneering Team Rate: ₱28,000 basic monthly pay plus ₱2,000 non-taxable allowance — a special rate exclusively for this founding batch
• 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
• Perfect Attendance Bonus: A monthly bonus for perfect attendance — we reward reliability
• 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

About us

Five Star Solutions is the trusted call center partner to a leading digital parking marketplace that helps drivers find, book, and pay for parking at thousands of garages, lots, and valets across North America. For over a decade, Five Star Solutions has been evolving alongside their business every step of the way. As a reflection of this deep-rooted partnership and their continued, rapid expansion, Five Star Solutions is launching a dedicated team in the Philippines to support their next chapter of global growth.