Customer Service Representative

Deliver exceptional customer experiences with every interaction.

Hi! We're Smartsourcing, and we're looking for a full time, onsite Customer Service Representative to provide high-quality customer support across phone and email channels. In this role, you'll handle customer inquiries, provide accurate information, and ensure timely resolution of concerns—helping create a positive and seamless customer experience at every touchpoint.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu



About the Role

The Customer Service Representative role plays a critical part in building customer trust, managing expectations, and supporting customer retention. The role involves handling a wide range of inquiries including orders, delivery, product information, warranties, and account-related concerns. 

Key Responsibilities

Customer Support (Phone & Email)  

• Respond to customer inquiries via phone and email
• Provide accurate information on products, orders, and services
• Resolve issues and ensure customer satisfaction

Issue Resolution & Case Management  

• Investigate and resolve customer concerns (orders, delivery, warranty, accounts)
• Track and manage support tickets and follow-ups
• Escalate complex issues when necessary

Order & Coordination Support  

• Coordinate with warehouse, accounts, and suppliers for order fulfillment
• Track orders, deliveries, and ETAs
• Ensure smooth customer journey from order to delivery

Data Accuracy & System Management 

• Maintain accurate records of customer interactions and transactions
• Update tickets, systems, and follow-ups properly
• Ensure continuity for next agents handling the case

Product Knowledge & Customer Guidance

• Provide product recommendations and compatibility guidance
• Research products and solutions for customer needs
• Stay updated on product releases and market trends

Communication & Stakeholder Coordination 

• Communicate effectively with customers and internal teams
• Coordinate with vendors and couriers for issue resolution
• Provide clear, empathetic, and professional responses

Productivity & SLA Compliance

• Manage workload across multiple channels
• Meet productivity and efficiency targets
• Handle peak periods effectively

Continuous Improvement & Team Contribution  

• Provide feedback on recurring issues and process gaps
• Support knowledge sharing within the team
• Assist new hires through informal guidance

Artificial Intelligence (AI) Readiness and Digital Enablement

• 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

Qualifications:

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

Tools:

• Zendesk, Trello, Microsoft Teams (or similar tools)
• CRM / ticketing systems

Benefits

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why You'll Love Working Here

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• 5-day Christmas Leave (unwrap real time off)
• Healthcare from Day 1 for you and your family (because healthcare matters)
• Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• Night shift differential for evening schedules
• Subsidized gym membership and sports wellness clubs
• Smartsourcing Exclusives (deals made just for you)
• Themed BFFs, monthly knockoffs, summer parties
• Community give-back programs and personal development workshops

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.

Serve with care. Respond with confidence. Apply now.