Seasoned Night‑Shift Customer Experience Representative – Remote (Metro Manila) – Drive Global Brand Loyalty & Service Excellence at brighthush

About brighthush

brighthush is a global leader in the customer experience ecosystem, helping iconic brands turn every interaction into a moment of delight. With operations in more than 20 countries and a portfolio that includes Fortune 500 companies, brighthush blends data‑driven insights, cutting‑edge technology, and human empathy to create seamless, omnichannel journeys. Our purpose is simple: empower brands to build lasting relationships that translate into loyalty, advocacy, and sustainable growth. As a remote‑first organization, we bring together talent from every corner of the world, fostering a culture where innovation thrives and every voice matters.

Why Choose a Career at brighthush?

At brighthush, people are the heart of every success story. We champion a collaborative environment that encourages continuous learning, celebrates diversity, and rewards initiative. Whether you are an industry veteran or an emerging professional, you will find a supportive community that invests in your personal and professional development. Our remote‑first model offers flexibility without sacrificing connection—regular virtual town halls, mentorship circles, and cross‑functional projects keep you engaged and inspired.

What We Offer Our Team Members

• Competitive Compensation & Benefits: Above‑market salary, performance‑based bonuses, comprehensive health, dental, and vision coverage from day one, and a robust retirement savings plan with company match.
• Work‑Life Harmony: Flexible night‑shift scheduling, fully remote work setup, paid time off, and a culture that respects personal boundaries.
• Career Advancement: Structured learning pathways, certification programs, mentorship from senior leaders, and clear promotion tracks to senior, specialist, or managerial roles.
• Inclusive Culture: A workplace where diversity is celebrated, inclusion is practiced, and every employee feels a sense of belonging.
• State‑of‑the‑Art Tools: Access to industry‑leading CRM platforms, AI‑enhanced analytics, and cloud‑based collaboration suites that empower you to deliver world‑class service.

Role Overview

We are seeking a seasoned Customer Experience Representative to join our dedicated night‑shift team serving Metro Manila. In this remote position, you will be the primary point of contact for corporate clients and their store associates, delivering empathetic, efficient, and solution‑focused support across phone, email, and chat channels. You will collaborate with internal stakeholders, logistics partners, and vendors to resolve inquiries, manage product availability, and ensure a flawless end‑to‑end experience for every customer.

Key Responsibilities

• Act as the first line of support for corporate store associates, handling inbound calls, emails, and live‑chat inquiries with professionalism and empathy.
• Validate product availability, process back‑orders, and coordinate with vendors to secure suitable alternatives or substitutions.
• Partner with logistics teams, shipment carriers, and internal distribution centers to track orders, troubleshoot delivery issues, and guarantee timely fulfillment.
• Document every interaction in the CRM system, ensuring accurate records of issues, resolutions, and follow‑up actions for future reference.
• Escalate complex or high‑priority cases to the appropriate manager or specialist, adhering to brighthush’s escalation protocols.
• Maintain adherence to quality standards, including call handling guidelines, response‑time targets, and customer satisfaction metrics (CSAT, NPS).
• Participate in cross‑functional projects, offering insights and best practices that drive process improvements and elevate the overall customer journey.
• Engage in continuous learning—attend product training, industry webinars, and technology briefings to stay ahead of market trends.
• Provide proactive feedback on workflow efficiencies, suggesting enhancements that improve both internal processes and external customer experiences.

Essential Qualifications

• High school diploma or equivalent; a college degree is preferred but not mandatory.
• Minimum of 2 years of customer service experience, preferably in a call‑center, B2B support, or retail environment.
• Typing speed of at least 50 words per minute with high accuracy.
• Exceptional verbal and written communication skills, with a courteous and professional tone.
• Strong active‑listening abilities, empathy, and a proven track record of problem‑solving under pressure.
• Proficiency with Microsoft Office Suite, web‑based applications, and CRM platforms (e.g., Salesforce, Zendesk).
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced, high‑volume setting.
• Willingness to work night‑shift hours, including rotating weekends and holidays.
• Basic understanding of optics or related technical concepts is a plus, though not required.

Preferred Qualifications

• Experience supporting corporate clients and store associates in a B2B environment.
• Familiarity with supply‑chain logistics, order tracking systems, and vendor coordination.
• Exposure to data‑analysis tools or reporting dashboards (e.g., Power BI, Tableau).
• Knowledge of industry‑standard customer experience frameworks such as CXPA or ISO 9001.
• Multilingual capabilities, especially fluency in English and Filipino, are highly valued.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering memorable service and turning challenges into opportunities for delight.
• Communication Excellence: Ability to convey information clearly, concisely, and empathetically across multiple channels.
• Analytical Problem‑Solving: Skill in diagnosing issues, identifying root causes, and proposing effective, sustainable solutions.
• Adaptability: Comfort with shifting priorities, new technologies, and evolving processes in a dynamic environment.
• Team Collaboration: Proven ability to work seamlessly with cross‑functional teams, sharing knowledge and supporting collective goals.
• Attention to Detail: High accuracy in data entry, documentation, and quality assurance to maintain trust and compliance.
• Resilience & Stress Management: Ability to stay composed under pressure, manage workload spikes, and maintain a positive attitude.

Career Growth & Learning Opportunities

brighthush is committed to your long‑term success. As a Customer Experience Representative, you will have access to:

• Onboarding & Continuous Training: A comprehensive onboarding program followed by regular skill‑building workshops covering product knowledge, advanced communication techniques, and emerging CX trends.
• Mentorship Programs: Pairing with senior team members who provide guidance, share best practices, and help you navigate your career path.
• Internal Mobility: Clear pathways to transition into specialized roles such as Technical Support Specialist, Customer Success Manager, Process Improvement Analyst, or even Team Lead.
• Leadership Development: Access to leadership bootcamps, certification courses, and project‑lead opportunities that prepare you for future managerial responsibilities.
• Performance Reviews & Goal Setting: Structured quarterly reviews that focus on growth, feedback, and personalized development plans.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from anywhere in Metro Manila while staying connected to a vibrant, collaborative community. Key cultural pillars include:

• Transparency: Open communication channels, regular virtual town halls, and a culture that encourages honest feedback.
• Innovation: A safe space to experiment, propose new ideas, and pilot creative solutions that improve the customer journey.
• Recognition: Frequent shout‑outs, performance awards, and milestone celebrations that honor individual and team achievements.
• Wellness: Access to mental‑health resources, virtual fitness classes, wellness challenges, and an employee assistance program.
• Diversity & Inclusion: Active employee resource groups, inclusive hiring practices, and ongoing training that fosters a sense of belonging for all.

Compensation, Perks & Benefits

While exact compensation will be aligned with experience and market benchmarks, brighthush offers a comprehensive package designed to support your well‑being and future security:

• Competitive base salary with performance‑linked bonuses.
• Health, dental, and vision insurance coverage effective on day one.
• Paid time off—including vacation, sick leave, and personal days—to recharge and maintain work‑life balance.
• Group life insurance and short‑term/long‑term disability coverage.
• Retirement savings plan with employer matching contributions.
• Employee assistance program, counseling services, and mental‑health days.
• Technology stipend for home office setup, high‑speed internet reimbursement, and ergonomic equipment.
• Virtual team‑building events, online social clubs, and community‑service initiatives.

How to Apply

If you are ready to bring your expertise, enthusiasm, and customer‑obsessed mindset to a forward‑thinking organization, we want to hear from you. Click the link below to submit your application, attach your updated resume, and share a brief cover letter highlighting why you are the perfect fit for this night‑shift role at brighthush.

Apply to brighthush Today

Join brighthush – Where Your 100% Shines

At brighthush, we celebrate individuality, nurture growth, and empower every employee to make a meaningful impact on a global scale. Become part of a team that values your unique talents, invests in your future, and rewards your dedication. Take the next step in your career and help shape the future of customer experience with brighthush.