Customer support · Full-time · Sri Lanka & Philippines
Hire an offshore customer service representative for your Australian business
We recruit full-time customer service representatives in the Philippines and Sri Lanka who answer your emails, chats and calls in your voice and in your hours. They work only for your business, on your help desk, so customers never feel they have reached a call centre.
Quick answer
How much does an offshore customer service representative cost?
A full-time offshore customer service representative costs a monthly salary plus our fee. Salaries typically run A$700–1,100 a month in Sri Lanka and A$1,300–1,900 in the Philippines. Our fee is either $5,999 + GST once (then $0 or $350 a month) or $1,000 a month with no upfront fee. Most customer service roles are filled in 3–4 weeks.
What the role covers
Fast, friendly replies without hiring locally
A dedicated representative learns your products, policies and tone, then owns a queue. Most businesses start with email and chat, then add phone once the person knows the product.
Email and ticket queue
Reply to customer emails and help-desk tickets within your service targets, using your macros and tone.
Live chat
Answer website and in-app chat in real time during Australian business hours.
Phone support
Take inbound calls and make follow-up calls, logging every conversation in your CRM.
Orders, returns and refunds
Track orders, arrange returns and process refunds within the limits you set.
Reviews and social messages
Respond to reviews and social inbox messages, escalating complaints to you.
Knowledge base upkeep
Turn repeat questions into help articles and saved replies so answers stay consistent.
How we screen
What we test before you see a shortlist
Every candidate has phone and video interviews with our recruiters and a skills assessment set for your role. For a customer service representative that covers:
- Spoken English on a recorded call, and written English on sample tickets
- A mock queue using your help desk or the closest equivalent, judged on accuracy and tone
- Handling an upset customer and knowing when to escalate
- Typing speed, home internet speed and a backup power plan
Tools
Screened on your tools
Name your tools in the briefing and we assess candidates on them, not just on the names in a CV.
- Zendesk
- Freshdesk
- Gorgias
- HubSpot Service
- Intercom
- Shopify
- Aircall
- Microsoft Teams
Salaries and costs
What a full-time offshore customer service representative costs
Two parts: the team member's monthly salary, which you agree before you commit, and our fee. The ranges below run from solid mid-level to senior, for people with strong English. We recruit at the experienced end of the market, so expect most hires in the upper half.
Sri Lanka
A$700–1,100 a month
UTC+5:30 · 4.5 hrs behind AEST
Suits email and ticket queues, back-office order work and support that can run on an early-shift overlap.
Philippines
A$1,300–1,900 a month
UTC+8 · 2 hrs behind AEST
Suits live chat and phone, with a standard Manila day covering 9:00am–6:00pm AEST. Many candidates have BPO experience with Australian and US customers.
READY FOR YOU
$5,999 + GST once
Then $0/mo (SOR) or $350/mo (EOR), plus salary. 3-month replacement guarantee.
MANAGED FOR YOU
$1,000 / month
Plus salary. No recruitment fee, 12-month commitment, 5-month guarantee.
Salary ranges are a guide in Australian dollars, before IT options. The exact figure depends on experience and the skills in your brief. Compare every option →
Australian practices and businesses building offshore teams with us
Where this role fits
Industries that hire customer service representatives
Related roles
Customer Service Representative FAQ
Common questions
Can an offshore customer service representative cover Australian hours?
Yes. A Philippines-based representative on a standard local day covers about 9:00am–6:00pm AEST. In Sri Lanka, staff usually work an early local shift, for example 10:30am–7:30pm AEST.
Is this a call centre?
No. Your representative is a full-time team member who works only for your business, on your systems and in your brand voice. You choose them from a shortlist and manage their day-to-day work.
Will they handle phone calls as well as email?
Yes, if you want. We test spoken English on recorded calls during screening, and many Philippines candidates come from phone-based support roles.
How much does it cost in total?
Add the monthly salary to our fee. Ready for You is $5,999 + GST once, then $0 a month on Setup of Record or $350 a month on Employer of Record. Managed for You is $1,000 a month on a 12-month commitment with no recruitment fee. IT options are extra and quoted with your role.
How do I keep customer data secure?
Give access only to the systems the role needs, use accounts your business controls, and choose our hardware coordination or managed IT option if you want to own or control the laptop. Australian Privacy Principle 8 applies to personal information handled overseas.
Plan your customer service hire
Tell us the work you want handed over. Free, 30 minutes, and you leave with a salary and cost estimate.