Overview
Customer Service Officer Jobs in Philippines at Cruise Control Group
Title: Customer Service Officer
Company: Cruise Control Group
Location: Philippines
Customer Service Officer – Growing into Fleet Support Officer
Rotating Roster, Australian Business Hours | Remote (Philippines) | Full-time
Cruise Control Group is seeking a Customer Service Officer to join a dedicated offshore team supporting a client in the Australian passenger transport and taxi sector. This is a single, evolving role — you'll start as the first point of contact for customers and drivers, then progress into Fleet Support Officer responsibilities as your skills and system knowledge develop.
About Cruise Control Group
Cruise Control Group is an Australian offshore staffing company that partners with a range of clients to build high-performing remote teams. We manage the end-to-end recruitment and support process, connecting skilled professionals with roles that offer genuine long-term career growth.
About the Client
Our client is an established operator in the Australian passenger transport and taxi sector, building a dedicated offshore team to support customers, drivers and day-to-day fleet operations.
About the Role
This is a single, evolving role delivered in two stages. You'll begin as a Customer Service Officer (CSO), the first point of contact for customers, drivers and stakeholders engaging with the Customer Service Centre — managing bookings, quotes and enquiries while building your knowledge of systems and processes. As you develop, the role progresses into Fleet Support Officer (FSO) responsibilities, providing real-time support to drivers, monitoring operational activity, and responding to incidents and emergencies.
Throughout, you'll work as an extension of the client's team while being employed, supported and developed by Cruise Control Group.
Key Responsibilities
Stage 1 – Customer Service Officer
- Manage inbound enquiries from the public, drivers and contract clients.
- Provide accurate bookings, quotes and service information.
- Apply active listening and questioning techniques to understand customer needs.
- Manage escalations and complex interactions.
- Navigate multiple systems to manage bookings, enquiries and job tracking.
- Maintain accurate and complete records for all interactions.
Stage 2 – Fleet Support Officer (as the role progresses)
- Respond to and support drivers with operational questions and issues.
- Monitor the Supervisor Screen, track bookings and assist with GPS vehicle tracking.
- Use specialist systems (e.g. MTI) to investigate and interpret driver and vehicle information — training provided.
- Respond to driver emergencies, escalate incidents and report safety-alarm activations in line with company procedures.
What We're Looking For
Essential Skills & Experience (Stage 1)
- Strong communication and active listening skills, with excellent spoken English.
- Ability to navigate multiple systems simultaneously.
- Problem-solving and decision-making capability.
- Emotional resilience in a fast-paced environment.
- Basic to intermediate computer skills, including Microsoft Office.
- Demonstrated customer service experience.
Developed for Stage 2 (training provided)
- Ability to work autonomously and produce quality outcomes under pressure.
- Ability to de-escalate and resolve conflict.
- Intermediate to advanced working knowledge of operational systems (e.g. MTI).
- Ability to communicate effectively with Customer Service Centre staff, taxi operators, drivers and management.
How to Apply
- Click the Apply button.
- Submit a copy of your updated CV.
- Ensure your CV includes your updated contact details, email address, and contact number.
Alternatively, you may email your CV directly to Cruise Control Group's recruitment team at [email protected].
