Customer Support Representative | WFH (A-LBV)

Sourcefit Philippines, Inc.; Quezon City; Remote; PHP 279,000 - 469,000; Full time

Job summary

Sourcefit Philippines, Inc. is seeking a diligent Customer Support Representative to be the first contact for customers and suppliers, delivering professional, timely, and solutions-focused support across phone and email.

You will troubleshoot issues, document interactions in CRM and ticketing systems, and work with Jira Service Management or similar tools in a remote, home-based setup. The role requires clear English communication, attention to detail, and the ability to handle objections in a

Qualifications

• Experience in a call center or customer support role.
• Strong verbal and written English communication.
• Ability to handle objections and manage expectations professionally.
• Experience with CRM and ticketing systems (e.g., Jira, Zendesk).
• Comfort navigating multiple systems and tools simultaneously.
• High attention to detail and compliance awareness.
• Solid problem-solving skills and quick learning of new products.
• Experience in high-volume, target-driven environments.

Responsibilities

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

Skills

Call center experience

English communication

Objection handling

CRM & ticketing systems

Multisystem navigation

Documentation & compliance

Problem solving

High-volume environment

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