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What a Customer Service Hire Can Do For Your Business
A Philippines-based customer service hire found through Tarino can take on the tasks below. Use this as a guide when scoping the role before your call. Our offshore customer service role page covers the role, software and screening in more detail.
| Task | What this looks like in practice |
|---|---|
| Email & ticket management | Managing inbound enquiries via email, helpdesk or ticketing platforms (Zendesk, Freshdesk, Intercom). Responding within agreed service levels. |
| Phone support | Answering inbound calls during your business hours. Resolving routine queries, logging each call and escalating anything outside agreed procedures. |
| Live chat support | Managing live chat conversations in real time. Responding promptly, accurately and in your brand’s tone. |
| Complaint handling | Addressing complaints with empathy and a focus on resolution. Following escalation procedures. Documenting outcomes. |
| FAQ & knowledge base management | Keeping help articles, FAQs and response templates up to date based on recurring enquiries and product changes. |
| Task | What this looks like in practice |
|---|---|
| Onboarding support | Welcoming new clients, sending onboarding materials and walking them through initial setup or next steps. |
| Follow-up communication | Following up with clients after interactions to confirm the issue is resolved and they’re satisfied. |
| Renewal & retention outreach | Contacting clients ahead of renewals, expiries or review dates. Supporting retention initiatives as directed. |
| CRM management | Logging all interactions accurately in the CRM. Keeping contact records current. Tagging and segmenting as required. |
| Client feedback collection | Sending satisfaction surveys via NPS or CSAT tools. Collating responses and summarising themes for the team. |
| Task | What this looks like in practice |
|---|---|
| Performance reporting | Producing regular reports on ticket volumes, response times, resolution rates and CSAT scores. |
| Quality assurance | Reviewing a sample of interactions against quality benchmarks. Flagging patterns and suggesting improvements. |
| Process documentation | Documenting response scripts, escalation workflows and SOPs. Keeping materials current as processes change. |
| Social media monitoring | Monitoring brand mentions, reviews and DMs across social platforms. Escalating issues and responding to routine enquiries. |
Philippines-based customer service professionals are among the most sought-after offshore hires, and for good reason. Strong written and spoken English, a service-focused work culture and, for many, years of experience with Australian clients make them a natural fit for client-facing roles. Whether it’s handling inbound tickets, managing renewals or keeping your CRM clean, a good customer service hire works as a full member of your team, during your business hours.
What stays with you
Some decisions are best kept onshore. Refunds above an agreed limit, complaints that could become formal disputes, and anything that touches a regulated obligation in your industry (credit, financial advice, legal, health or NDIS) should follow a written escalation path to someone in your business. A clear escalation guide on day one is what lets your hire resolve the routine work quickly and confidently.
How we screen for customer service
Customer service roles live or die on communication quality and temperament. We typically start with 1,000+ candidates per role and screen them in stages: CV and quality screening (40% remain), video screening (20%), a practical assessment (10%), a structured interview (5%) and finalist review (2%). The video screening and practical assessment test how candidates write, speak and handle a difficult client, so the shortlist of 3–4 finalists you see, in about 2 weeks, are people who can represent your business confidently. See how it works for each stage.
What it costs
A full-time offshore customer service hire typically costs a fraction of a local salary, and because you hire and pay them directly, there’s no agency margin on top. Put your own numbers into the offshore hiring cost calculator to compare a local hire, an agency and a direct hire for your business.
Tarino’s fee is one-time: $250 upfront to start the search plus $4,750 when you hire, $5,000 excl. GST in total, with the $250 credited back when you hire. There are no monthly fees or ongoing markups. More than 95% of our placements are still in the role at 6 months, and 6-month replacement cover applies for the same role, on the conditions in the Scope of Work and terms. See pricing for the detail.
If client enquiries are eating into your day or falling through the cracks, it’s worth a conversation. Book a 30-minute call and we’ll help you define the role and find the right person. No pitch, no pressure.
This page is general information, not legal, tax or financial advice. Check your situation with a qualified adviser.