Customer Support Representative

Sourcefit; Quezon City; Remote; PHP 223,000 - 357,000; Full time

Job summary

Sourcefit is seeking a dedicated Customer Support Representative to be the first point of contact for customers and suppliers. You will deliver professional, timely support across phone and email while troubleshooting issues and logging interactions in CRM systems.

This work-from-home role features a Mon-Fri schedule (8:00 AM - 5:00 PM EST) with holidays aligned to Philippine calendar, focusing on accurate documentation and high-quality service.

Qualifications

• Experience in a call center or customer support role.
• Strong verbal and written English communication skills.
• Ability to handle objections and manage customer expectations professionally.
• Experience with CRM and ticketing systems such as Jira or Zendesk.

Responsibilities

• Serve as the primary point of contact for customer and supplier inquiries via phone and email
• Handle medium-volume inbound calls and ensure professional, courteous customer interactions
• Troubleshoot and resolve inquiries related to orders, sales, and basic technical or system issues
• Correspond with customers through Jira Service Management or similar ticketing platforms
• Accurately log call outcomes, customer interactions, and case updates in CRM systems
• Work across multiple internal systems, dashboards, and tools to resolve customer concerns
• Identify recurring issues or patterns and elevate insights to the appropriate teams
• Ensure compliance with internal processes, documentation standards, and service-level expectations

Skills

Call center experience

Customer support

English communication

CRM proficiency

Multi-system navigation

Problem solving

Attention to detail

Objection handling

Documentation and logging

Tools

Jira

Zendesk

CRM systems

Job description

JOB OVERVIEW

We are seeking a dedicated and customer-focused Customer Support Representative to serve as the first point of contact for customers and suppliers. This role is responsible for delivering professional, timely, and solutions-oriented support across multiple communication channels, including phone and email. The ideal candidate is patient, empathetic, and detail-oriented, with the ability to troubleshoot issues, navigate multiple systems, and adapt quickly in a dynamic, product-driven environment.

This position involves medium-volume inbound calling, professional engagement with customers and prospects, and accurate documentation of interactions within CRM and ticketing systems.

JOB DETAILS

Work Set-Up: Work from Home
Schedule: Monday to Friday | 8:00 AM - 5:00 PM | EST
Holiday: Will follow Philippine holidays

RESPONSIBILITIES

• Serve as the primary point of contact for customer and supplier inquiries via phone and email
• Handle medium-volume inbound calls and ensure professional, courteous customer interactions
• Troubleshoot and resolve inquiries related to orders, sales, and basic technical or system issues
• Correspond with customers through Jira Service Management or similar ticketing platforms
• Accurately log call outcomes, customer interactions, and case updates in CRM systems
• Work across multiple internal systems, dashboards, and tools to resolve customer concerns
• Identify recurring issues or patterns and elevate insights to the appropriate teams
• Ensure compliance with internal processes, documentation standards, and service-level expectations

QUALIFICATIONS

• Previous experience in a call center or customer support role
• Strong verbal and written English communication skills
• Ability to handle objections and manage customer expectations professionally
• Experience working with CRM and ticketing systems (e.g., Jira, Zendesk, or similar)
• Comfortable navigating multiple systems and tools simultaneously
• High attention to detail with strong documentation and compliance awareness
• Solid problem-solving skills and the ability to learn new products and processes quickly
• Ability to work effectively in a high-volume, target-driven environment