Customer Care Associate
Five Star Solutions is building a dedicated pioneer Customer Care team in the Philippines to support a leading US-based digital parking reservation platform. Our team assists customers with booking transient parking reservations, processing refunds and reimbursements, relocating reservations, reporting parking issues, and answering any other questions customers may have. As a founding member of this new operation, you will help shape the team from Day 1 - with very high potential to grow into specialized and leadership positions as the account expands.
Essential Functions
- Booking Reservations: Book parking reservations using the client's website - comparing locations for rates, distance from the customer's destination, and reviewing amenities and restrictions prior to booking.
- Rebooking & Refunding: Follow the client's processes for rebooking reservations, issuing refunds, or reimbursing customers to resolve their concerns.
- Parking Issues: Report parking closures, full lots, and other on-site issues to the client and to the operators of the affected parking garages and lots.
- Case Tagging & Email: Use a tagging chart to accurately label case types and send pre-built email templates (macros) to customers.
- Team Communication: Use Slack as the primary channel to communicate with internal team members and subject matter experts (SMEs) for questions and assistance.
- Quality Conversations: Deliver natural, unscripted conversations - using reassurance and empathetic statements, educating customers on processes, and following the client's guidelines for issuing credits, refunds, and reimbursements.
`Work Schedule
The account operates from 12:30 PM to 11:00 PM US Central Time (CST) - equivalent to 2:30 AM to 1:00 PM Manila time (one hour earlier during US daylight saving time) - every day of the year, including holidays. Associates will be assigned full-time 40-hour schedules within this window. Applicants must be fully amenable to graveyard/early-morning shift hours in Philippine Time.
- Weekend & Holiday Coverage: Weekend and holiday work is required; holiday hours are compensated at premium rates.
- Rest Days: Rest days rotate during the week and are scheduled as two (2) consecutive days off to support proper rest and work-life balance.
- Breaks: A 60-minute unpaid lunch break plus paid rest breaks in accordance with company policy (two 15-minute paid breaks on a standard 8-hour shift).
Work Location
- MRT Access: Just walking distance from MRT-3 Shaw Boulevard Station - no long transfers needed.
- Commuter-Friendly: Easily reachable by all forms of public transportation - buses and the EDSA Carousel along EDSA, plus jeepneys and UV Express routes along Shaw Boulevard connecting to Pasig, Mandaluyong, Manila, and Quezon City.
- Modern Facility: A PEZA-accredited business hub with 24/7 security, backup power, and ample parking for those who drive.
- Everything Nearby: Surrounded by restaurants, coffee shops, convenience stores, and banks, with major malls like Shangri-La Plaza and SM Megamall just minutes away.
Rockwell Business Center Sheridan, Sheridan St. corner United St., Mandaluyong City, 1554 Metro Manila
Requirements
- Able to navigate multiple websites and screens at the same time while engaging with customers.
- Knowledge of parking garages or lots is not necessary, but helpful for understanding processes.
- Excellent English communication skills, both verbal and written, with a neutral accent suitable for a US customer base.
- Comfortable working without a script - able to deliver reassurance, empathy, and customer education naturally while following client guidelines.
- At least 1 year of BPO customer service experience supporting a US or international account preferred; strong candidates with exceptional communication skills may be considered.
- Proven reliability and attendance record; ability to commit to evening, weekend, and holiday scheduling.
- Willingness to work onsite at Rockwell Business Center Sheridan, Mandaluyong City.
Growth Opportunities
This team has room to grow! Depending on performance, associates can be uptrained to handle specialized Monthly and VIP call types, or advance into SME support roles that help answer questions and guide the rest of the team. As a pioneer account, early performers will be first in line for team leadership positions as headcount expands.
What We Offer
- HMO Provided: Coverage for you as part of your benefits package.
- Pioneer Team Advantage: Be a founding member of a brand-new account with very high potential for promotion to specialized and leadership positions as the team grows.
- Family-Like Culture: A smaller working environment with a close-knit, family-like culture - a refreshing alternative to large, corporate-style BPOs.
- Performance Bonuses: Monthly performance bonuses tied to quality, customer satisfaction, and productivity targets.
- Perfect Attendance Bonus: A monthly bonus for perfect attendance - we reward reliability.
- Full-time, dedicated account assignment with a stable, predictable 40-hour work week.
- Two consecutive rest days scheduled every week.
- Paid, company-provided training with no cost to you - fully compensated from day one.
- Overtime and holiday work compensated at premium rates; all overtime is pre-approved.
- Continuous coaching, professional development, and career growth within a growing US-headquartered BPO.
About the Account
Our client is a leading digital parking marketplace that helps drivers find, book, and pay for parking at thousands of garages, lots, and valets across North America. You will be part of the dedicated team that keeps the client's customers moving - resolving reservation issues in real time and ensuring every driver has a smooth parking experience.
For over a decade, Five Star Solutions has been the trusted call center partner, evolving alongside their business every step of the way. As a reflection of this deep-rooted partnership and their continued, rapid expansion, we are thrilled to be taking the next natural step together: launching a dedicated team in the Philippines to support their next chapter of global growth.