Customer Solutions Agent (Blended - Calls/Backoffice) | Day Shift

The Customer Solutions Agent works across the full range of back-office functions, moving fluidly between job administration, quotes and pricing, product identification, and case review and scheduling support, depending on where the queue needs support most.

This is a day shift role, with rotating shifts across our Monday to Friday, 5:00am to 6:00pm Philippine Time coverage window.

Job Administration and Bookings

• Action booking confirmations, referral emails, and new job entries accurately and promptly, using approved templates and CRM systems.
• Create new jobs for walk in customers and fleet accounts, checking paperwork is complete and correct before entering new work.

Quotes, Receipts, and Pricing

• Prepare accurate quotes and issue payment confirmations on request from CSC agents, Business Solutions, or insurance representatives.
• Action price change requests via the designated chat channel, confirming updates are reflected correctly in the job record.

Product Identification

• Respond to live product identification requests, using the job number, VIN, vehicle manufacturer, and product position to confirm the correct part.
• Manage the manual identification queue for jobs that cannot be automatically matched, escalating to the dealer where required.

Case Review, Audits, and Scheduling Support

• Review submitted job information against agreed criteria to confirm the right outcome, and complete regular call and case quality audits.
• Support scheduling by following up open or incomplete jobs, rescheduling appointments, and making outbound calls to confirm or rebook where needed. Team and Continuous Improvement
• Work flexibly across the full range of tasks, moving between queues as workforce planning directs, and proactively picking up more work when your queue is clear.
• Maintain a high standard of accuracy, escalate unclear or unresolved cases rather than guessing, and help identify process improvements.

Qualifications and Experience

• Experience in a contact centre, back office, or transaction processing environment preferred.
• Comfortable navigating multiple systems concurrently, including CRM, email, and chat based tools, while maintaining accuracy under time pressure.
• Sound working knowledge of Microsoft Office, particularly Outlook and Excel.
• Experience working across varied tasks or juggling competing priorities in a previous role is highly regarded.