Customer Service Representative (CSR)

Ignite Purpose Pty Ltd; Manila; On-site; PHP 279,000 - 391,000; Full time

Job summary

Ignite Purpose Pty Ltd in the Philippines is seeking a customer-focused CSR to support Australian customers across multiple channels. You will handle inquiries, resolve issues, provide technical assistance, and ensure a positive experience via phone, live chat, email, and tickets.

The role includes warranty processing, returns, installations coordination, and collaboration with internal teams using Intercom and HubSpot.

Qualifications

• Experience in customer service or technical support.
• Strong verbal and written English communication.
• Proficient with CRM/helpdesk platforms (Intercom, HubSpot).
• Experience with e-commerce platforms, especially Shopify.
• Ability to manage multiple channels and prioritize tickets.

Responsibilities

• Handle inquiries via phone, live chat, emails, and support tickets.
• Provide technical support and troubleshooting for smart home devices and related accessories.
• Process warranty claims, reshipments, and replacements.
• Coordinate installation scheduling and service appointments.
• Maintain accurate records and document interactions in CRM systems.
• Escalate complex issues and coordinate with relevant teams.
• Use Intercom and HubSpot to manage communications and tickets.

Skills

Customer service

Problem solving

Multitasking

English communication

Tools

Intercom

HubSpot

Shopify

Job description

We are looking for a customer-focused and solutions-oriented Customer Service Representative (CSR) to provide excellent support to customers across Australia. The successful candidate will handle customer inquiries, resolve issues, provide technical assistance, and ensure a positive customer experience across multiple communication channels.

Key responsibilities

Handle customer inquiries through phone calls, live chat, emails, and support ticket queues.

Manage multiple communication channels simultaneously while maintaining professional and timely responses.

Prioritize urgent customer concerns and ensure tickets are resolved efficiently.

Provide technical support and troubleshooting for smart home devices, digital door locks, and related accessories.

Process warranty claims, reshipments, and product replacements.

Assist with order inquiries, routine customer concerns, and product-related issues.

Coordinate installation scheduling, service appointments, and White Glove Service processes.

Maintain accurate customer records and document interactions in the appropriate systems.

Escalate complex issues to the relevant teams and follow through until resolution.

Use customer service platforms, including Intercom and HubSpot, to manage communications and support tickets.

About you

Previous experience in customer service, technical support, or a similar role.

Excellent verbal and written English communication skills.

Strong problem-solving, troubleshooting, and organizational abilities.

Ability to multitask and manage competing priorities in a fast-paced environment.

Excellent attention to detail and commitment to customer satisfaction.

Ability to remain calm, patient, and professional when handling challenging customer situations.

Willingness to learn new products, systems, and processes.

Experience with Intercom, HubSpot, or similar CRM and help desk platforms.

Familiarity with e-commerce platforms, particularly Shopify.

Experience handling warranty claims, returns, replacements, and order management.