CS-1520
Candidate #CS-1520
Customer Service Representative · 4 years experience · Zendesk, Live chat support, Complaint handling / de-escalation
$1,000per month + GST
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Customer Support role
Hire an offshore Customer Service Representative
A Customer Service Representative handles customer enquiries, resolves issues, processes orders, and delivers a positive brand experience across phone, email, and live chat channels.
$1,250per month + GST, all-in
$50–65kAustralian salary range
$52,910est. saving a year (NSW)*
What they do
A customer service representative who handles inbound support, issue resolution, crm updates, email handling, phone support, empathy and product knowledge, full time and dedicated to your business.
Why hire offshore
01
Extend support coverage and volume at 50–60% of local CS cost
02
Filipino customer service staff are globally recognised for warmth and English proficiency
03
Scale up during peak periods without permanent local headcount increases
Skills
Inbound support Issue resolution CRM updates Email handling Phone support Empathy Product knowledge
Software they use
ZeZendeskFrFreshdeskInIntercomSaSalesforce Service CloudGoGorgias
Cost comparison
What a customer service representative costs a year
Local figures are salary plus 12% super and NSW payroll tax.
$25k
$50k
$75k
$59k
$68k
$77k
$15k
Local entry$50k salaryLocal typical$58k salaryLocal senior$65k salaryAdept$1,250/mo
Estimated saving
78%
About $52,910 a year against a typical local hire in NSW, before recruitment fees, leave cover, equipment and desk space.
A typical day
What a working day can look like
An example in Sydney time. Your customer service representative follows your priorities and your tools.
8:30am
Overnight queue
Clears tickets that came in overnight, oldest first.
10:00am
Live chat
Answers chat and email in your tone, using your macros.
11:30am
Calls
Handles inbound calls and call-backs on your phone system.
1:30pm
Returns and fixes
Processes refunds, returns and account changes within your rules.
3:30pm
Knowledge base
Updates help articles when the same question comes up twice.
5:00pm
Shift report
Shares volumes, open tickets and anything you should know.
Available talent
Customer Support talent you can interview
1 available nowSee all customer support talent
Questions
Hiring a customer service representative
Something else on your mind? Our Australian team can talk it through.
Can offshore CSRs handle Australian customers effectively?
Yes. Filipino CSRs are globally regarded for their friendly communication style and clear English, which resonates well with Australian customers.
Can they work across phone, email, and chat?
Yes. Most CSRs handle all three channels. You can also specialise by channel depending on your support structure.
How do we handle escalations?
Tier 1 issues are resolved by the offshore team. Complex complaints or sensitive cases are escalated via defined protocols to your local team.
Can they use our existing helpdesk (Zendesk, Freshdesk)?
Yes. Most CSRs are experienced with major helpdesk platforms and require only brief onboarding on your specific configuration.
Can they work outside business hours?
Yes. Shift arrangements can extend coverage into evenings or provide weekend support depending on your needs.
Where they work
Industries and states
*Estimate compares $15,000 a year with a $57,500 salary plus 12% super and NSW payroll tax (5.45%, payable once wages pass the state threshold).
Ready when you are
Meet your customer service representative this month
Tell us what you need and we'll shortlist candidates for you to interview. $1,250 a month + GST, with no upfront fees.
