Overview
Customer Support Administrator Jobs in Philippines at HIPPO VA
Title: Customer Support Administrator
Company: HIPPO VA
Location: Philippines
Remote · PHP 40,000/month · Full-time · Mon–Fri, aligned to AEST business hours
About the Client
A family-owned Australian salary packaging provider that administers employee benefit programs for organisations across the country. The team is small and close-knit, built around a simple idea: people get in touch because they need help, and the job is to find a way to help them. Training and support here are constant, not occasional.
The Opportunity
You'll be the first voice employees reach when they need help with their accounts, claims and cards. Within three months you'll be processing applications and claims independently, running the inbox, and resolving enquiries from start to finish without passing them up.
A note on the work: this is a phone-forward role. Some days the line runs hot and the inbox fills faster than you'd like. Quieter days are for claims, reporting and tidying up processes. You'll need to stay warm and organised under pressure, and look for useful work when things slow down.
Key Responsibilities
- Process salary packaging applications, benefit elections and employee claims accurately inside the client's software, checking documentation for eligibility and compliance before anything goes through.
- Administer novated lease vehicle claims covering registration, insurance, fuel, servicing and running costs, keeping vehicle budgets and records accurate.
- Set up and maintain EML Meal & Entertainment and Everyday Living accounts, and resolve card, wallet and account issues directly with EML support.
- Own the Info Inbox and the inbound phone line, responding promptly and making sure no employee enquiry slips through.
- Book employees into discovery sessions and escalate complex matters cleanly to the right team member.
- Prepare GST and reporting information from internal systems and Excel when the finance team needs it.
Must-Have Qualifications
Before you apply, confirm:
- [ ] 2+ years in administration, claims processing, or customer support, ideally with documentation-heavy work
- [ ] A confident, warm phone manner, and you genuinely don't mind being on calls for much of the day
- [ ] Intermediate Excel (filtering, lookups, basic reporting) and quick to pick up new software systems
- [ ] High accuracy with documents, numbers and compliance checks
- [ ] Available full-time, Mon–Fri aligned to AEST business hours
- [ ] A quiet, professional home workspace with reliable internet for daily calls
Nice-to-Have Skills
- Exposure to Australian salary packaging, novated leases, or FBT-related admin
- Experience supporting an Australian business or working AEST hours
- Familiarity with claims or benefits administration software
Success Outcomes
- 30 Days: You know the systems, claim types and EML setup process, and you're handling routine applications and inbox enquiries with light support.
- 60 Days: You're processing claims and novated lease documentation independently and resolving most calls without escalation.
- 90 Days: You own the inbox and phone line day to day, process the full range of claims accurately, and employees consistently feel helped.
