Senior Customer Service Representative (Remote, Philippines)

About the role

Hunt St helps Australian companies hire remote talent in the Philippines. This is a full-time, 100% remote Senior Customer Service Representative position, engaged directly by the client as an independent contractor. The client is a national organisation offering translation and interpretation services, and the role supports Australian customers and interpreters. Pay is AUD 1,400 to 1,800 per month.

The schedule should align with Australian business hours (about 8:30 am to 6:30 pm, Monday to Friday, Sydney time), though contractors have flexibility in how they manage their time. Candidates must be based in or near Manila or Cebu and available full-time during those hours.

Key responsibilities

• Allocate face-to-face, video and telephone bookings to the right interpreters.
• Follow up with clients on bookings and offer suitable alternatives when needed.
• Contact interpreters from the SYL panel to offer upcoming bookings and negotiate travel fees.
• Contact interpreters from NAATI / AUSIT to meet booking requirements.
• Handle inbound enquiries by phone, email and other channels professionally and clearly.
• Maintain detailed records of customer and booking interactions in internal systems.
• Confirm and follow up on bookings with clients and interpreters by phone or email.
• Escalate and resolve complex issues with internal teams and meet KPIs on response times, booking completion, customer service and issue resolution.

Required profile

• Minimum 3 years of call centre or customer service experience with Australian-based companies or customers; Australian work experience is mandatory.
• Experience in booking coordination, scheduling or similar roles is highly preferred.
• Excellent spoken English with a neutral to minimal accent, easy to understand with Australian customers.
• Previous work-from-home experience preferred.
• Must be willing to provide an NBI Clearance and undergo a third-party background check.
• Must disclose any existing ongoing roles or client work and mark the engagement as "Independent Contractor" on LinkedIn.

Required skills

• Strong communication and active listening skills.
• Comfortable handling a high volume of calls and multiple bookings at once.
• Attention to detail and ability to follow processes accurately.
• Reliable high-speed internet and a computer capable of running multiple systems and handling calls.