Customer Service Representative

Smartsourcing

Philippines

Presencial

PHP 279.000 - 391.000

Jornada completa

Hace 5 días

Sé de los primeros/as/es en solicitar esta vacante

Una candidatura completa en un minuto

Currículum y carta de presentación personalizados, listos para enviar.

Supera los filtros ATS

Ventajas ofrecidas por este puesto de trabajo

Healthcare from Day 1 for you and your

Free lunch and barista-crafted coffee

Night shift differential

Subsidized gym membership

Smartsourcing Exclusives

Descripción de la vacante

Smartsourcing in Cebu City is seeking a full-time, onsite Customer Service Representative to deliver high-quality support across phone and email channels. You will handle inquiries, provide accurate information, and ensure timely resolution to create a positive customer experience at every touchpoint.

You will work with teams across orders, delivery, product information, warranties, and accounts, coordinating with warehouse, accounts, and vendors to ensure a smooth customer journey from order to

Formación

Experience in customer service (retail, hospitality, call center)
Exposure to technical support, sales, or account management is an advantage

Responsabilidades

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 orders, deliveries, and ETAs
Coordinate with warehouse, accounts, and suppliers for order fulfillment
Maintain accurate records of customer interactions and transactions
Provide product recommendations and compatibility guidance
Communicate effectively with customers and internal teams
Meet productivity and efficiency targets
Handle peak periods effectively
Provide feedback on recurring issues and process gaps
Assist new hires through informal guidance
Maintain baseline AI literacy and use approved AI tools responsibly

Conocimientos

Customer service experience

Phone & email support

Herramientas

Zendesk

Trello

Microsoft Teams

Descripción del empleo

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.

Where JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

About the Role

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.

Key Responsibilities

Customer Support (Phone & Email)

Respond to customer inquiries via phone and email
Provide accurate information on products, orders, and services
Resolve issues and ensure customer satisfaction

Issue Resolution & Case Management

Investigate and resolve customer concerns (orders, delivery, warranty, accounts)
Track and manage support tickets and follow-ups
Escalate complex issues when necessary

Order & Coordination Support

Coordinate with warehouse, accounts, and suppliers for order fulfillment
Track orders, deliveries, and ETAs
Ensure smooth customer journey from order to delivery

Data Accuracy & System Management

Maintain accurate records of customer interactions and transactions
Update tickets, systems, and follow-ups properly
Ensure continuity for next agents handling the case

Product Knowledge & Customer Guidance

Provide product recommendations and compatibility guidance
Research products and solutions for customer needs
Stay updated on product releases and market trends

Communication & Stakeholder Coordination

Communicate effectively with customers and internal teams
Coordinate with vendors and couriers for issue resolution
Provide clear, empathetic, and professional responses

Productivity & SLA Compliance

Manage workload across multiple channels
Meet productivity and efficiency targets
Handle peak periods effectively

Continuous Improvement & Team Contribution

Provide feedback on recurring issues and process gaps
Support knowledge sharing within the team
Assist new hires through informal guidance

Artificial Intelligence (AI) Readiness and Digital Enablement

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

Qualifications:

Experience in customer service (retail, hospitality, call center)
Exposure to technical support, sales, or account management is an advantage

Tools:

Zendesk, Trello, Microsoft Teams (or similar tools)
CRM / ticketing systems

Benefits

Step Into the Smartsourcing Experience

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.

Why You'll Love Working Here