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.