Onsite Customer Experience Specialist

Smartsourcing Inc.; Cebu City; On-site; PHP 201,000 - 290,000; Full time

Benefits offered by this job

5-day Christmas Leave

Healthcare from Day 1

Free lunch and coffee

Subsidized gym membership

Exclusive employee deals

Team events and workshops

Job summary

Smartsourcing is seeking a full-time, onsite Customer Service Representative in Cebu City to deliver high-quality support across phone and email channels. You will handle inquiries about orders, product information, and accounts, coordinating with internal teams to ensure timely resolutions while maintaining a positive customer experience.

You will engage with customers on order tracking, deliveries, warranties, and service inquiries, providing accurate information and empathetic assistance.

Qualifications

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

Responsibilities

• 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 and manage support tickets and follow-ups
• Escalate complex issues when necessary
• Coordinate with warehouse, accounts, and suppliers for order fulfillment
• Track orders, deliveries, and ETAs
• Ensure smooth customer journey from order to delivery
• Maintain accurate records of customer interactions and transactions
• Update tickets, systems, and follow-ups properly
• Ensure continuity for next agents handling the case
• Provide product recommendations and compatibility guidance
• Research products and solutions for customer needs
• Stay updated on product releases and market trends
• Communicate effectively with customers and internal teams
• Coordinate with vendors and couriers for issue resolution
• Provide clear, empathetic, and professional responses
• Meet productivity and efficiency targets
• Provide feedback on recurring issues and process gaps
• Support knowledge sharing within the team
• Assist new hires through informal guidance
• 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

Skills

Customer service

Retail

Hospitality

Call center

Technical support

Sales

Account management

Tools

CRM

Job description

Smartsourcing is seeking a full-time, onsite Customer Service Representative in Cebu City to deliver high-quality support across phone and email channels. You will handle inquiries about orders, product information, and accounts, coordinating with internal teams to ensure timely resolutions while maintaining a positive customer experience.

You will engage with customers on order tracking, deliveries, warranties, and service inquiries, providing accurate information and empathetic assistance.