Customer Support Representative

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 335,000 - 469,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Customer Support specialist to provide order-to-cash support across global units. You will handle inquiries, process orders in SAP, and coordinate deliveries while maintaining accurate customer data.

The role requires Cantonese fluency, strong communication, and the ability to work in a shifting schedule supporting international customers. Hybrid setup with onsite onboarding initial weeks and US market support.

Qualifications

• Any business-related course.
• Fluent in Cantonese required.
• Minimum 1 year relevant experience; 2+ years in customer service, order management, or related roles preferred.
• Experience with SAP or ERP systems is an advantage.
• Strong communication and data accuracy is essential.
• Ability to manage multiple tasks in a fast-paced environment.
• Willingness to learn new processes and systems.
• Proven reliability with good attendance and ability to support global customers.

Responsibilities

• Process customer orders in SAP from entry to delivery.
• Monitor deliveries and inform customers of status.
• Respond to inquiries via phone, email, and other channels.
• Investigate and resolve customer issues; escalate when needed.
• Support portals and systems, including account registrations and data maintenance.
• Perform order-to-cash activities including billing and pricing support.
• Maintain accurate customer and master data records.
• Administer contracts, programs and incentives, and related docs.
• Generate and analyze operational reports for business needs.
• Collaborate with Supply Chain, Sales, Logistics, and Finance.

Skills

Fluent Cantonese

Communication skills

Attention to detail

Customer service orientation

Problem solving

Teamwork

Time management

Education

Business-related coursework

Tools

SAP

CRM tools

Job description

Job Title: Customer Support

Job Description Summary

Provides customer support services across the order-to-cash process by handling customer inquiries, resolving issues, maintaining customer and master data, supporting business systems and portals, processing orders, coordinating deliveries, and administering contracts and incentives. The role supports multiple global business units and requires strong communication skills, attention to detail, customer focus, and flexibility to work in a shifting schedule environment supporting international customers.

As a Customer Support, you will:

• Process customer orders in SAP from order entry through delivery completion.
• Monitor and track deliveries, ensuring customers are informed of order status and shipment progress.
• Respond to customer inquiries through phone, email, and other support channels in a timely and professional manner.
• Investigate and resolve customer issues, escalating complex concerns when appropriate.
• Support Chevron business portals and systems, including customer account registration and information maintenance.
• Perform order-to-cash activities, including order management, delivery support, billing support, and pricing-related activities.
• Maintain accurate customer and master data records in company systems.
• Administer customer contracts, programs, incentives, and related documentation.
• Generate and analyze operational reports to support business requirements.
• Collaborate with internal teams including Supply Chain, Sales, Logistics, and Finance to ensure seamless customer service delivery.
• Maintain service levels while managing inbound and outbound customer communications.
• Adhere to company policies, procedures, and compliance requirements.
• Support global operations and customers across multiple time zones.

Requirements:

• Any Business‑related course.
• Fluent in Cantonese (Required)
• Minimum of 1 year relevant experience; 2 years of customer service, order management, customer operations, supply chain support, or related experience preferred.
• Experience working with SAP or similar ERP systems is an advantage.
• Understanding of customer service and order-to-cash processes.
• Strong verbal and written communication skills.
• Strong customer‑service orientation and problem‑solving skills.
• Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
• Strong attention to detail and data accuracy.
• Willingness to learn new processes, systems, and business requirements.
• Proven reliability with a strong attendance record.
• Comfortable handling customer calls and being available to support inbound inquiries throughout the workday.
• Ability to work collaboratively within a team environment.

Preferred Qualifications:

• Experience supporting order fulfillment, logistics, or delivery coordination activities.
• Experience in customer support environments serving international customers.
• Familiarity with pricing, billing, master data maintenance, and contract administration processes.
• Experience working in a shared services or customer service center environment.
• Knowledge of customer relationship management (CRM) tools and reporting systems.
• Demonstrated adaptability and learning agility.

Work Arrangement:

• Opportunistic hiring for PH CSC, AU CSC, and CPST Operations teams.
• Hybrid work setup.
• First two (2) weeks of onboarding and training will be conducted fully onsite.
• Shifting schedule between 5:00 AM and 7:00 PM.
• Monday to Saturday workweek with split rest days.
• Required to support U.S. and other international markets.
• Must be willing to work during Philippine holidays as business needs require.

Selection Criteria (For Internal Use):

Customer Service & Operations

• Demonstrates understanding of customer support processes and issue resolution.
• Shows knowledge of order management and order-to-cash concepts.

Systems & Data Management

• Experience using SAP or comparable ERP systems.
• Ability to maintain accurate customer and master data records.

Communication

• Excellent verbal and written communication skills.
• Professional and customer-focused phone presence.

Problem Solving

• Ability to investigate issues, identify root causes, and coordinate resolutions.

Teamwork & Flexibility

• Demonstrates collaboration, adaptability, and willingness to learn.
• Comfortable working in a shifting schedule and supporting global customers.