An offshore customer service representative from Offshored costs A$1,900 to A$2,400 per month, all-inclusive, and answers your phone, chat and email in your helpdesk during Australian business hours, dedicated to your business alone.
This is not a call centre seat. One person, employed full time, trained on your products and policies, answering only your customers in your brand voice. You set the service standards; Offshored recruits, onboards and manages them, and Australian Pathways OPC employs them in the Philippines.
An offshore customer service representative handles the front line of your customer contact: inbound calls, live chat, support tickets and email, plus the outbound follow-ups that keep customers informed. They work inside your helpdesk, phone system and CRM, follow your scripts and escalation rules, and hand anything that needs a local decision to the right person in your team.
Because the person is dedicated to your business, the knowledge compounds. Within the first month they know your products, your regulars, your delivery partners and the five questions that make up half the queue. That is the difference between a dedicated team member and a shared outsourcing seat, where the agent taking your call may have handled another company's customers ten minutes earlier.
You set the standards: response times, tone, and how refunds, returns and warranty claims are handled under your policies and the Australian Consumer Law guarantees. They work in your systems with the access you grant, every shift is logged, and attendance records are available on request.
Start with the first column and add the second as trust builds. Your team member follows your procedures and your approval limits, documented during onboarding.
Australian online retailers usually run support in Zendesk, Freshdesk or Gorgias on top of a Shopify or WooCommerce store, with Australia Post or Shippit for tracking; service businesses run it through a VoIP system and a booking platform such as Cliniko or ServiceM8. Tell us your helpdesk and phone system on the first call and we shortlist candidates who already use them.
An offshore customer service representative from Offshored costs A$1,900 to A$2,400 per month. That is one flat, all-inclusive fee per full-time team member, invoiced monthly in advance, in the administration and support band on our pricing page.
| Item | Offshore customer service representative |
|---|---|
| Monthly fee | A$1,900 to A$2,400 per month |
| Where in the band | Lower end for email and chat support from your knowledge base; upper end for a representative handling phone, chat and email across a busy queue with complaint resolution and weekly reporting |
| What is included | Everything: recruitment and vetting, employment in the Philippines by Australian Pathways OPC, salary, Philippine income tax and statutory contributions (SSS, PhilHealth and Pag-IBIG), 13th month pay, paid leave, HMO health insurance, payroll, timekeeping, HR and performance management, office space and equipment for office based team members, and replacement at our cost if the person leaves |
| What is not included | Seats in your own software and phone systems, hours outside the agreed eight-hour day, and your own time managing the work day to day, as with any employee |
A local customer service hire costs far more than the monthly fee once salary, superannuation, leave, payroll tax and recruitment are counted; the 2026 offshore staff cost guide shows the sourced comparison. Every band is listed on the pricing page.
What Offshored looks for when shortlisting an offshore customer service representative for an Australian business:
You interview the shortlisted candidates yourself. We suggest a short role-play of a real customer call so you can hear how they handle your customers before you choose.
Your offshore customer service representative works a full eight-hour day, Monday to Friday, at the times you set in your Australian time zone. Manila is two hours behind Sydney for most of the year, so the overlap is complete: they are online when you are, from your first coffee to close of business.
| Your office | Manila is behind by | Your 9am to 5pm day in Manila time |
|---|---|---|
| Sydney, Melbourne, Canberra, Hobart | 2 hours (3 hours in daylight saving, October to April) | 7:00am to 3:00pm (6:00am to 2:00pm in daylight saving) |
| Brisbane and Queensland | 2 hours, all year | 7:00am to 3:00pm |
| Adelaide | 1.5 hours (2.5 hours in daylight saving) | 7:30am to 3:30pm (6:30am to 2:30pm in daylight saving) |
| Darwin | 1.5 hours, all year | 7:30am to 3:30pm |
| Perth | No difference, same time as Manila | 9:00am to 5:00pm |
Team members work Australian public holidays unless the day is also a Philippine holiday, and Offshored gives you two business days' notice of any Philippine holiday that affects your team member's schedule. Every shift is logged on our timekeeping platform. See the FAQ on the Sydney to Manila time difference.
An offshore customer service representative costs A$1,900 to A$2,400 a month through Offshored for one full-time person dedicated to your business. The fee is all-inclusive: recruitment, employment by Australian Pathways OPC, salary, 13th month pay, payroll, HMO health insurance, equipment, and replacement at Offshored's cost if the person leaves. There is no recruitment fee and no lock-in contract.
Your representative answers on your number, in your brand voice, with your scripts and your policies, and works only for your business, so customers deal with a member of your team who knows your products. Offshored screens candidates for clear spoken and written English with a live call and a written test, and you interview the shortlist yourself before choosing.
Yes. Offshored staff work a Monday to Friday, eight-hour day at the times you set in your Australian time zone. They work Australian public holidays unless the day is also a Philippine holiday, and Offshored gives two business days' notice of any Philippine holiday that affects you.
Pick a time and William Smith, Offshored's co-founder, phones you. We scope the role, give you the monthly cost band and tell you honestly whether offshore staff will work for your business. No lock-in, no obligation.
Book a 20-minute call Call +61 437 228 350Prefer to type? Message us on WhatsApp or send the enquiry form. We reply within one business hour, 8am to 6pm AEST, Monday to Friday.