Customer Support Representative

Job description

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