Customer Support Representative

We’re Hiring: Customer Support Representative

Philippines | Full-Time | Hybrid (3-4 days / week onsite)

At OX Tools, we’re not just about tools, we’re about building something bigger. 

At OX Tools, our vision is to bring the strength of the OX to every tradesperson through passion, design, and relentless pursuit of innovation. Our tools are instinctively recognised as Tough, Dynamic, Different and so are our people. 

The Role: 

The Customer Support Representative plays a critical role in delivering a seamless, high-quality end-to-end customer journey while supporting sales growth and broader commercial objectives. This role balances customer service excellence, strong operational control, and sales activity, acting as a trusted point of contact for customers and a key support partner to the wider Sales team. Working closely with Sales, Operations and internal stakeholders, the Customer Support Representative ensures customer needs are met efficiently, effectively, and consistently.

Key Responsibilities: 

What you’ll do: 

•    Deliver an exceptional end-to-end customer experience by providing expert product advice, resolving issues, and efficiently processing quotes, orders, and answering queries over the phone.
•    Act as a key point of contact for customers via phone and email, aiming for one-contact resolution through strong problem-solving, investigation, and communication skills.
•    Demonstrate excellent customer service skills in every interaction and ensure timely, one-contact resolution with customers.
•    Proactively manage and investigate customer issues, identify root causes, resolve conflicts, and escalate where necessary.
•    Review and manage open orders daily, ensuring delivery blocks, billing blocks, incomplete orders, delays, and open cases are actively controlled and resolved.
•    Balance operational customer support with inbound and outbound sales activity, identifying opportunities to increase revenue, improving conversion, and add value to every interaction.
•    Actively support Sales Representatives by maintaining accurate pipelines, progressing opportunities, and providing best practice tools, processes, and insights.
•    Set up, maintain, and optimise CRM and sales automation systems primarily using NetSuite and Power BI to drive efficiency and sales performance.
•    Contribute to sales growth by following up on low stock updates, supporting promotions, and ensuring opportunities are progressed through to completion.
•    Attend Monthly Global Sales Calls and Weekly Team Huddles, sharing customer and operations insights.

•    Where required, support or oversee internal support resources to ensure consistent service levels and high performance.

About You:

•    Comfortable working in a sales environment and motivated by targets, growth, and results.
•    Highly organised with great time-management skills, capable of balancing operational responsibilities with sales priorities.
•    Confident communicator with strong problem-solving and conflict-resolution skills.
•    Experienced with CRM or sales systems.
•    Proactive, resilient, and not afraid to challenge processes or push for better outcomes.
•    Comfortable working in an office setting in the heart of London
•    Enjoy working collaboratively but are equally confident taking ownership and accountability for your results.
•    Proactive and self-motivated, comfortable working with inbound and outbound sales activity rather than waiting for opportunities to come to you

KPIs:

•    Achieve and maintain a <97% Answer Rate every month
•    Reduction and ongoing control of open cases, maintaining >40 cases monthly
•    Emails in inbox greater than 48 hours: <2
•    Demonstrated understanding of products, promotions, and new launches
•    Proactively creates Sales Opportunities through customer contact
•    Successful delivery of agreed sales initiatives

What we’re looking for: 

Skills/Experience

•    People-oriented and results-driven
•    Excellent customer service skills
•    Sales experience on the phone
•    Competence to build and effectively manage interpersonal relationships at all levels of the company
•    Effective relationship building, networking and influencing skills
•    Excellent communication skills, written, verbal and interpersonal
•    Ability to identify, analyse and develop effective solutions to problems
•    Excellent organisational skills and attention to detail
•    Ability to prioritise tasks and to delegate them when appropriate

What’s in it for you? 

•    The opportunity to be part of a growing, ambitious global brand 
•    The chance to grow and develop within the business 
•     10 days annual leave + 5 days sick leave + birthday + volunteer leave 
•     A vibrant, supportive team culture 

We live by three attributes: Humble, Hungry, People Smart. We work as One Team, put the Customer First, and challenge ourselves to innovate every day. 

If you’re ready to grow with us and bring your energy, creativity, and teamwork, we’d love to hear from you. 

Apply now and join a brand that’s shaping the future of tools. 

#ConstructionCareers #PHJobs #TeamOX #NowHiring #ToolsForTrades