CSR (Customer Service Representative)

Be the trusted voice guiding every rental journey.

Hi! Were Smartsourcing, and were looking for a Customer Service Representative to deliver exceptional support across the full rental lifecycle. In this role, you'll assist customers from booking and reservation processing to rental support, breakdown assistance, and post-rental follow-ups. Your professionalism, empathy, and efficiency will help ensure smooth experiences, strong customer relationships, and service excellence at every stage of the journey.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu



Role Overview

This role combines customer service, operational processing, sales promotion, and administrative coordination to ensure a seamless and professional customer experience while supporting wider business performance objectives.

Key Responsibilities

A. Customer Service & Support

• Address customer inquiries via phone, email, and digital channels
• Educate customers on vehicle options, rental policies, insurance, and add-ons
• Resolve concerns and complaints professionally and efficiently
• Escalate complex issues to management where required
• Support customers during rental emergencies or breakdown situations
• Follow up post-rental to ensure customer satisfaction

B. Booking & Reservation Processing

• Process new bookings and long-term reservations accurately
• Amend, cancel, and retrieve existing bookings
• Support booking partners and manage Best Price Guarantee / price match queries
• Promote excess reduction packages and roadside assistance
• Ensure all customer data is captured accurately in systems

C. Rental Processing & Payments

• Explain rental terms and agreements clearly to customers
• Guide customers on vehicle selection
• Complete rental documentation and agreements
• Process payments securely and issue receipts
• Maintain accurate rental and financial records

D. Sales & Additional Services

• Promote upgrades and additional insurance options
• Upsell value-added services and additional products (e.g., premium packages, roadside support)
• Identify opportunities to enhance customer experience while increasing revenue

E. Depot & Operational Coordination

• Support pick-up and drop-off processing coordination
• Assist with activity reporting and monitoring
• Liaise with depot teams to ensure smooth vehicle allocation
• Support inventory visibility and availability tracking

F. Breakdown & Incident Support

• Provide assistance to customers experiencing breakdowns or accidents
• Coordinate troubleshooting and recovery solutions (replacement vehicles, towing, etc.)
• Maintain clear communication with customers and internal teams

G. Data & Inventory Management

• Maintain accurate rental, payment, and vehicle records
• Support reporting requirements and data integrity initiatives
• Assist in maintaining a clean and organized digital rental environment

Skills & Experience Required

Essential:

• Previous experience in a contact centre or customer service environment
• Strong communication skills (verbal and written)
• Ability to multitask across systems and processes
• High attention to detail
• Problem-solving mindset
• Sales confidence and ability to upsell appropriately
• Comfortable working in a fast-paced environment

Desirable:

• Experience in car rental, travel, or hospitality industries
• Knowledge of booking/reservation systems
• Experience handling breakdown or emergency support cases

Benefits

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why You'll Love Working Here

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• 5-day Christmas Leave (unwrap real time off)
• Healthcare from Day 1 for you and your family (because healthcare matters)
• Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• Night shift differential for evening schedules
• Subsidized gym membership and sports wellness clubs including hiking and free-diving
• Smartsourcing Exclusives (deals made just for you)
• Themed BFFs, monthly knockoffs, summer parties
• Community give-back programs and personal development workshops
• And so much more!

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.

Your next career starts here. Apply now!