Customer Service Representative
Smartsourcing
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Benefits offered by this job
Job summary
Smartsourcing is seeking a Customer Service Representative for an onsite, full-time role in Cebu City. You will handle inquiries by phone and email, provide accurate product and service information, and ensure timely issue resolution to deliver a seamless customer experience.
You will collaborate with warehouse and accounts teams, manage orders and tickets, and stay updated on product knowledge. This role emphasizes empathy, clear communication, and problem solving to support customer retention.
Qualifications
- Experience in customer service (retail, hospitality, call center)
- Exposure to technical support, sales, or account management is an advantage
Responsibilities
- Respond to customer inquiries via phone and email
- Provide accurate information on products, orders, and services
- Resolve issues and ensure customer satisfaction
- Investigate and resolve customer concerns (orders, delivery, warranty, accounts)
- Coordinate with warehouse, accounts, and suppliers for order fulfillment
- Maintain accurate records of customer interactions and transactions
- Provide product recommendations and guidance
Skills
Tools
Job description
Job Description:
Deliver exceptional customer experiences with every interaction.
Hi! We're Smartsourcing, and we're looking for a full time, onsite Customer Service Representative to provide high-quality customer support across phone and email channels. In this role, you'll handle customer inquiries, provide accurate information, and ensure timely resolution of concerns—helping create a positive and seamless customer experience at every touchpoint.
JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu
The Customer Service Representative role plays a critical part in building customer trust, managing expectations, and supporting customer retention. The role involves handling a wide range of inquiries including orders, delivery, product information, warranties, and account-related concerns.
- Respond to customer inquiries via phone and email
- Provide accurate information on products, orders, and services
- Resolve issues and ensure customer satisfaction
- Investigate and resolve customer concerns (orders, delivery, warranty, accounts)
- Track and manage support tickets and follow-ups
- Escalate complex issues when necessary
- Coordinate with warehouse, accounts, and suppliers for order fulfillment
- Track orders, deliveries, and ETAs
- Ensure smooth customer journey from order to delivery
- Maintain accurate records of customer interactions and transactions
- Update tickets, systems, and follow-ups properly
- Ensure continuity for next agents handling the case
- Provide product recommendations and compatibility guidance
- Research products and solutions for customer needs
- Stay updated on product releases and market trends
- Communicate effectively with customers and internal teams
- Coordinate with vendors and couriers for issue resolution
- Provide clear, empathetic, and professional responses
- Manage workload across multiple channels
- Meet productivity and efficiency targets
- Handle peak periods effectively
- Provide feedback on recurring issues and process gaps
- Support knowledge sharing within the team
- Assist new hires through informal guidance
- Maintain baseline AI literacy and use approved AI tools responsibly, in line with company policies, data privacy, information security, and client confidentiality obligations
- Apply sound judgment by validating outputs and avoiding overreliance, ensuring accuracy and accountability in all work delivered
- Participate in AI readiness trainings and proactively identify opportunities for process improvement through automation and responsible AI integration
- Experience in customer service (retail, hospitality, call center)
- Exposure to technical support, sales, or account management is an advantage
- Zendesk, Trello, Microsoft Teams (or similar tools)
- CRM / ticketing systems
Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.
Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.
- 5-day Christmas Leave (unwrap real time off)
- Healthcare from Day 1 for you and your family (because healthcare matters)
- Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
- Night shift differential for evening schedules
- Subsidized gym membership and sports wellness clubs
- Smartsourcing Exclusives (deals made just for you)
- Themed BFFs, monthly knockoffs, summer parties
- Community give-back programs and personal development workshops
We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.
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