Remote Phone Support Specialist (EST) – Customer Care Pro

Hammerjack Pty Ltd; Philippines; On-site; PHP 519,000 - 692,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a reliable Phone Support Specialist (Voice) to be the first voice customers hear. This contract, full-time remote role supports EST hours, handling orders, product questions, account concerns, refunds, and cancellations.

The ideal candidate communicates clearly in a high-volume environment, maintains professionalism, and knows when to escalate to Escalations Team or Team Lead. Strong written/email skills and attention to detail are essential.

Qualifications

• 1+ year in customer service or phone support.
• Ability to verify caller identity.
• Strong written and verbal communication.
• Experience with refunds and cancellations is a plus.

Responsibilities

• Answer inbound calls in a friendly, professional manner.
• Verify caller identity before sharing information.
• Assist with orders, products, accounts, shipping, and subscriptions.
• Process orders and refunds per policy.
• Document interactions clearly in the support system.
• Escalate complex cases to the appropriate team when needed.

Skills

Phone support

Active listening

Customer empathy

Documentation

High-volume environments

Tools

Zendesk

Shopify

CRM

Gorgias

Job description

Hammerjack Pty Ltd is seeking a reliable Phone Support Specialist (Voice) to be the first voice customers hear. This contract, full-time remote role supports EST hours, handling orders, product questions, account concerns, refunds, and cancellations.

The ideal candidate communicates clearly in a high-volume environment, maintains professionalism, and knows when to escalate to Escalations Team or Team Lead. Strong written/email skills and attention to detail are essential.