Overview
Customer Service Representative Jobs in National Capital Region, Philippines at Taxumo
Title: Customer Service Representative
Company: Taxumo
Location: National Capital Region, Philippines
Company Introduction
Taxumo is a BIR-accredited Tax Software Provider dedicated to empowering MSMEs, professionals, and freelancers by simplifying tax compliance. Through its mobile-responsive web application, Taxumo automates the computation, filing, and payment of business taxes, allowing users to manage taxes efficiently anytime, anywhere.
As a recognized innovator, Taxumo has earned prestigious awards, including the Asean Rice Bowl Award for Best Fintech Startup. The company is committed to driving economic growth and supporting entrepreneurs by eliminating the stress of tax compliance.
Visit us at https://www.taxumo.com to learn more.
Job Description
We are looking for a full-time Customer Service Representative that will be responsible for the following:
How the Role Works
At its core, this is a customer service role. Your primary focus will be making sure customers feel supported and clearly guided at every step. From time to time, you may also be called on to assist with other team needs—such as during tax filing season or in support of our e-invoicing system. This is not a regular part of the role but something the team occasionally pitches in on. The day-to-day is focused on CS—being open to pitching in as the team needs a shift is a plus.
- Answers customers’ inquiries of Taxumo in all of the platforms: CS System (Intercom), Facebook Page, Instagram, X.com, Website and other Social Media accounts that we might have in the future.
- Addresses, communicates and resolves inquiries as soon as possible; Coordinates with the appropriate people in the team and other teams for resolution or data gathering (Monitors inquiries until they are solved)
- Conducts onboarding sessions via the chosen channel of the user (ie. Google Meet, Zoom, Skype or Phone call)
- Gives information and helps solve customer problems; keeps customers happy.
- Selling and cross-sell products and services.
- Processes complaints and, coordinates with finance for some requests
- Takes information from customers and enters it appropriately into a database or tracker.
- Suggests improvements based on what customers need.
- The Customer Service Representative will be the voice of the customer within the team. We expect the CSR to always be on top of what the customers need.
- Coordinate with the CPAs or third party providers on client endorsements.
- Create internal processes that will result in achieving the company’s objectives
- Occasionally assists with compliance & operational tasks: During busier tax filing periods, you may be asked to help with processing. Separately, as Taxumo also offers an e-invoicing product, you may be called on to support the ops team with related requirements
Key Performance Indicators:
- Create OKRs that are aligned with the company’s OKRs and come up with experiments that drive an increase in the Key Results of the company
- Answers inquiries based on identified SLA
- Low turnaround time for first time response and resolving concerns
- Drop escalations to zero
Skills Required
- Strong abilities in Customer Service, ensuring timely and effective solutions to client inquiries
- Experience in Customer Support and Customer Satisfaction techniques is a plus but not required
- Passionate about learning and mastering Taxumo inside and out—you should be confident guiding clients through the platform, onboarding them smoothly, and making sure they know how to navigate and use it effectively
- Exceptional communication and interpersonal skills, with the ability to engage and empathize with customers
- Open to use AI tools; Past experience using these tools is a plus (Gemini, Claude, ChatGPT)
- Problem-solving skills and the ability to adapt quickly to changing customer needs
- Strong organizational and multitasking abilities
- Experience with customer service tools and platforms is a plus but not required
- Ability to work independently in a remote setup
- Keen eye for details
- Constantly want to learn new things
- Great time management skills
- Familiarity with tax treatment and filing of tax returns is a plus but not required
Work Setup
This is primarily a remote role, but there will be occasions that require in-person presence. These include face-to-face meetings with customers or the team, as well as occasional visits to the RDO (Revenue District Office) as needed. Candidates should be comfortable with flexible work arrangements and willing to come onsite when the need arises
