About this role
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 escalate 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