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
Skills Required
- 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, such as Jira or Zendesk
- Ability to navigate multiple systems and tools simultaneously
- High attention to detail and strong documentation and compliance awareness
- Solid problem-solving skills and ability to learn new products and processes quickly
- Ability to work effectively in a high-volume, target-driven environment
Sourcefit Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sourcefit and has not been reviewed or approved by Sourcefit.
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Healthcare Strength — Health and dental insurance are described as strong, with coverage extending to dependents in many cases. Feedback suggests this medical coverage is a standout element that elevates total compensation.
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Wellbeing & Lifestyle Benefits — Flexible hours, hybrid or fully remote options, and emphasis on work-life balance are highlighted as core strengths. Feedback suggests these arrangements support mental-health awareness and overall satisfaction.
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Fair & Transparent Compensation — Pay is considered competitive or good by many when incentives, allowances, and comprehensive benefits are factored in. Feedback suggests overall compensation can feel solid relative to alternatives, though experiences vary by role and location.
Sourcefit Insights
What We Do
Sourcefit is a business process outsourcing (BPO) company that provides custom offshore staffing solutions and managed services to help clients build lasting value in their outsourced teams.
