Customer Support Specialist

Beepo is a Probe Group company, a full-service Australian-owned outsourcing company. With 12,600 people and over 15,000 deployed workstations across 6 countries. The largest and most diverse Australian-owned customer experience outsourcing provider.

Our Beepo office is located in Clark, Pampanga. We provide exceptional workforce support to clients all over the world. Our primary focus is to help businesses grow sustainably with the help of fantastic Philippine talent.

You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your skills and innovative thinking to this role. This is an opportunity to grow your career quickly

JOB DESCRIPTION

Customer Support Specialist

Key Responsibilities

● Customer Support Delivery:

○ Provide timely, accurate support to guest on hire across calls, messaging and written communication

○ Troubleshoot vehicle and service=related issues and deliver clear, practical guidance

○ Resolve customer complaints by identifying root cause, determining solutions, and ensuring follow-through

○ Balance customer needs with business requirements to deliver fair and effective outcomes

○ Escalate complex or high-risk cases appropriately

● Case Management and Coordination:

○ Accurately capture, manage and update all cases in THL systems

○ Coordinate with branches, contractors, and suppliers to deliver solutions

● Ensure all issues are:

○ Resolved within agreed timeframes

○ Properly documented

○ Closed with confirmation and follow-up where required

○ Support insurance claims processing and maintain accurate records

● Customer Experience:

○ Deliver service that contributes to an exceptional guest experience

○ Handle complaints professionally, with empathy and ownership

○ Act as a subject matter expert in customer resolution when required

○ Maintain strong knowledge of THL fleet and New Zealand geography

● Operational and Administrative Responsibilities:

○ Complete all assigned daily tasks accurately and within required timeframes

○ Maintain high standards of data accuracy and system usage (e.g., D365, Outlook, Excel)

○ Process payments, refunds, and administrative tasks where required

○ Ensure compliance with all operational processes and documentations standards

● Team and Stakeholder Collaboration:

○ Work collaboratively with internal teams to support efficient issue resolution

○ Build strong relationships with suppliers and stakeholders

○ Communicate clearly and professionally across all channels

● Health, Safety and Compliance:

○ Prioritise guest and team safety in all decision-making

○ Report and manage incidents, risks and hazards appropriately

○ Comply with THL Health and Safety and sustainability requirements

Qualifications

● At least 1 to 2 years of experience in Customer Service field

● Proficient in MS Office (Outlook, Excel, Word) and CRM Systems (e.g., D365)

● Availability to work flexible hours, including weekends and public holidays (as required)

● Excellent communication (verbal and written)

● Strong customer service and complaint resolution experience

Soft Skills

● Ability to work under pressure and manage multiple cases

● High attention to details and accuracy

● Strong problem=solving and decision=making skills

● Ability to quickly learn systems and processes

● Customer-focused with a proactive and positive approach

● Reliable, accountable, and a strong team player

● Professional, adaptable, and resilient under pressure