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Simply Maid — Customer Service & Operations Lead Application

Thank you for your interest in joining Simply Maid.

Please allow approximately 15–20 minutes, with your résumé ready. Answer in your own words and use examples from your actual experience. Do not include confidential information about previous employers or customers.

Role summary

  • Remote position for someone based in the Philippines.
  • Starting rate: AUD $12/hour for on-shift work, plus paid active after-hours work and eligible bonuses.
  • On rostered days: 8 am–6 pm on shift; 6 pm–10 pm after-hours availability, Sydney time.
  • Two team members share seven-day coverage. Working days and expected weekly paid hours will be agreed before you start.
  • Three-month paid assessment, with the intention of continuing long term if successful.

Your answers are saved on this device as you go.

Are you currently based in the Philippines?

1.Are you currently based in the Philippines?

Which days could you regularly cover?

2.Which days could you regularly cover?

Choose one response for each day.

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

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The schedule follows Sydney local time
Sydney seasonOn shift (Philippine time)After-hours (Philippine time)
Standard time — AEST6 am–4 pm4 pm–8 pm
Daylight saving — AEDT5 am–3 pm3 pm–7 pm
Are you comfortable being considered at AUD $12/hour for on-shift work, plus paid active after-hours work and eligible bonuses?

3.Are you comfortable being considered at AUD $12/hour for on-shift work, plus paid active after-hours work and eligible bonuses?

Weekly paid hours depend on your agreed roster and break arrangements. During after-hours coverage, actual work is recorded and paid. Availability terms, any allowance, applicable rates and leave arrangements will be confirmed before you accept an offer.

Please confirm the following requirements.

4.Please confirm the following requirements.

I am comfortable handling live customer and cleaner calls, including complaints.

I can use Hubstaff to record actual paid working time and submit timesheets for approval.

I understand that the role begins with a three-month paid assessment, with an intention to continue long term if successful.

Full name

5.Full name

Email address

6.Email address

Which city or municipality in the Philippines are you based in?

7.Which city or municipality in the Philippines are you based in?

A street address is not needed.

Upload your résumé or provide an accessible résumé link.

8.Upload your résumé or provide an accessible résumé link.

PDF or DOCX, maximum 10 MB. Links must open without requesting access. A photograph is not required.

What is your earliest available start date?

9.What is your earliest available start date?

Do you have other work commitments that could overlap with this roster?

10.Do you have other work commitments that could overlap with this roster?

Describe your most relevant previous role.

11.Describe your most relevant previous role.

Please include:

  • The type of business and countries its customers came from.
  • Your personal responsibilities.
  • Approximate call or booking volume.
  • Systems or tools you used.
  • Your involvement in scheduling, bookings or customer complaints.
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Tell us about a problem you resolved when your manager was unavailable.

12.Tell us about a problem you resolved when your manager was unavailable.

What happened? What did you decide yourself? What did you escalate? What was the outcome? Mention anything you documented or changed to prevent the problem happening again. Use a real example without identifying customers or sharing private information.

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Describe your remote working setup and backup plan.

13.Describe your remote working setup and backup plan.

Reliable computer

Quality headset and microphone

Quiet workspace suitable for customer calls

Reliable primary internet connection

Backup internet connection

A practical plan for power or equipment interruptions

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Record a voice response of up to 90 seconds.

14.Record a voice response of up to 90 seconds.

Spend approximately 15 seconds introducing yourself and your most relevant experience. Then respond naturally, as if speaking directly to this customer:

“My cleaner hasn't arrived, nobody has updated me, and I've taken time off work for this. I'm really frustrated. What are you going to do about it?”

You have not yet confirmed the cleaner's location or arrival time. Show us how you would open the conversation and explain your immediate next steps.

Use your own voice and natural wording. Please do not use synthetic audio or a recording of a real customer. We assess clarity, understanding and how you handle the conversation. MP3, M4A or WAV.

What would you do in the first 15 minutes of this situation?

15.What would you do in the first 15 minutes of this situation?

It is 8:05 am. A cleaner cancels an 8:30 am booking. Another cleaner is at a different customer's home but cannot get inside. An unhappy customer is also waiting for a callback about yesterday's clean. The owner is unavailable.

You can contact customers and cleaners, check the booking system and propose solutions. You have not been given approval to issue refunds or promise an unconfirmed replacement.

Explain:

  • Your first three actions, in order.
  • The information you would verify.
  • What you would tell the affected customers.
  • What you would document, escalate or hand over.
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What would you need from the owner in your first week to make good decisions independently?

16.What would you need from the owner in your first week to make good decisions independently?

There is no complete SOP library yet. Give up to five specific things you would establish first.

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Final confirmations

17.Final confirmations

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Please do not submit government identification, bank details, passwords or confidential customer records at this stage.