[Hiring] Customer Service VA @24x7 Direct

Role Description

The Customer Service VA is responsible for the seamless "behind the scenes" management of our client's 24/7 indoor golf facilities. This role blends real-time surveillance monitoring with proactive membership administration and high-touch customer service to ensure a premium, safe experience for all members.

Key Responsibilities

• Surveillance & Facility Security:
  • Monitor live CCTV feeds across multiple sites to ensure safety protocols are followed.
  • Identify and escalate unauthorized access or equipment misuse.
  • Perform "virtual walk-throughs" at set intervals to check facility tidiness and status.
• Membership & Admin Management:
  • Process new membership sign ups, cancellations, holds, and membership upgrades.
  • Audit members account for payment failures and follow up on billing issues.
  • Maintain the accuracy of the facility’s booking system and MMS.
• Customer Service and Communication:
  • Manage the ticketing queue (HelpDesk) with a focus on First Response Time.
  • Provide real-time support for members having technical issues with simulators or door access.
  • Distribute member newsletters and facility updates.
• Event Coordination:
  • Manage the administrative backend for leagues, tournaments, and Learning bookings.
  • Coordinate with local site leads for physical event prep requirements.
• Retail Coordination:
  • Review and manage stock levels for onsite leads to replenish and escalate retail ordering cycles with management.
  • Be a communications conduit between any retail experiences of members and order deliveries, providing updates and managing the back-end process of fulfilment.

Qualifications

• Greater than 3 years of BPO service experience.
• Exceptional organizational skills and the ability to complete tasks with little supervision.

Requirements

• Written & Verbal Communication:
  • Exceptional written and verbal English skills (Australian/Neutral accent preferred for member outreach).
  • Ability to clearly explain services and product features.
  • Ability to guide customers through the buying process.
  • Ability to critically think through solutions for customers.
  • Ability to write emails.
• Digital Technical Skills:
  • Computer literate with CRM experience and strong working knowledge of Microsoft/Google suite applications.
  • Experience with Helpdesk tools, and Surveillance (VMS) software or remote desktop management (TeamViewer).
  • Proficient with online calendars and scheduling.
  • Make travel/event arrangements with skills to conduct online research.
  • Presentation and report preparation skills.
• Other:
  • Some basic finance acumen to process billing or review billing errors for escalation.
• Connectivity Requirements:
  • High-speed, stable internet (minimum 25mbps) capable of streaming multiple HD CCTV feeds simultaneously.

Work Environment & Expectations

While this is a work-from-home position, it is important to note that this is a full-time role—not a freelance or flexible-hour arrangement. You will be expected to work a fixed shift and maintain a high level of professionalism and accountability, just as you would in an office environment.

• Discipline and commitment to set working hours (strict shift times, not flexible).
• Use of time tracking software during work hours.
• Active participation in team and client calls with your camera ON.
• Consistent availability and responsiveness throughout your shift.
• Treating this as a long-term, full-time job—not a side gig or freelance task.

Payroll is processed bi-monthly. We’re looking for someone who values structure, is dependable, and thrives in a role that provides consistency and clarity. If you’re seeking stability and a team that appreciates reliability, we’d love to hear from you.

Benefits

• Monthly Salary: PHP 35,000.
• Salary will be paid on a bi-monthly basis on the 15th and 30th or 31st of each month.
• You will be paid extra for overtime and Philippines public holidays.
• Probation: 6 months and after Probation, 10 days annual leave credits and 5 days of sick leave.
• HMO offered after 6-month probation.
• 13th Month Pay after 30 days.
• Annual Salary Review.
• Laptop provided after 30 days.
• Permanent work-from-home role. You will have to use your own internet.

SHIFT TIMES

10AM to 6PM Philippine time, Monday to Friday. Initial 40 hours/week (Scalable to 24/7 coverage). Future split shifts across 7 days a week with the team as service scales up.