Customer Care Specialist

Customer Care Specialist

Location: Clark, Cebu, Manila, or Tarlac, Philippines
Work Arrangement: Onsite, Full-time
Shift: Monday - Friday | 9:00 PM - 6:00 AM PHT
Salary Range: Competitive + Night Differential

Unlock Your Potential!

At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, and the Philippines, supporting our global clients across the accounting, finance, and professional services industries.

As a Customer Care Specialist for the North American Region, you will act as the primary touchpoint for US and Canadian customers across multiple service sectors. This role is designed for an adaptable, solution-oriented professional who can deliver exceptional service, resolve complex inquiries, and advocate for customer satisfaction. You will manage customer interactions across omnichannel platforms (phone, email, chat) while upholding high service standards, maintaining account accuracy, and driving positive brand experiences.

Your Impact

• Omnichannel Engagement: Build strong rapport with North American customers by handling inbound and outbound interactions across phone, email, and live chat platforms.
• Issue Resolution & Troubleshooting: Efficiently diagnose, de-escalate, and resolve customer complaints, billing inquiries, and service challenges adhering to standard operating procedures.
• Account & Workflow Management: Navigate multiple CRM databases to update account records, track order or service statuses, and log interactions with complete data accuracy.
• Cross-Functional Collaboration & SLA Adherence: Work closely with internal operations, technical support, and account management teams to escalate complex cases, maintain strict SLA timelines, and optimize support workflows.

What You Bring

• The Experience: At least 1 to 2 years of proven customer service experience supporting North American (US/Canada) accounts within a BPO, shared services, or professional contact center environment.
• Software Competency: Strong computer literacy, proficient typing speed, familiarity with Microsoft Office 365, and hands-on experience with major CRM platforms (e.g., Salesforce, Zendesk, or HubSpot).
• Cultural & Shift Adaptability: High cultural adaptability to engage seamlessly with North American callers and a firm commitment to working fixed night shift schedules.
• Core Competencies: Exceptional verbal and written English communication, strong critical thinking, advanced conflict-resolution skills, and the ability to maintain empathy and composure under pressure.

Why You'll Love It Here

We believe in rewarding high achievers with a work environment that fuels both professional growth and personal well-being.

• Time for You: Enjoy 21 Total Annual Service Incentive Leaves, flexible to use for travel, emergencies, or anything you may need for your Me time.
• Tenure Recognition Program: Celebrate your milestones with us; on your 2nd year, choose between a cash reward or one free HMO dependent.
• Health & Security: Comprehensive HMO and Life Insurance coverage from day one.
• Night Shift Advantage: Enjoy premium compensation and night differential for US shift coverage while maintaining a structured, full-time schedule.
• Collaborative Onsite Environment: Work alongside supportive colleagues and industry leaders in modern, state-of-the-art office facilities across Clark, Cebu, Manila, or Tarlac.
• Global Operations Pathway: Develop mastery in North American client relations and enterprise CRM platforms, opening clear avenues toward Subject Matter Expert, Team Leader, and Operations Management roles.