Customer Support Representative

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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

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