Customer Service Associate

Cebu City, Cebu
Permanent
Full-time

18 days ago
Apply easily

✨ Deliver care, build trust, and create impact—your role goes beyond service, it defines the brand. Join Smartsourcing!Turn customer challenges into positive experiences—join Smartsourcing as a full-time, on-site Customer Service Associate. Here, your empathy, communication skills, and problem-solving mindset will make every interaction count.Where? 📍JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 CebuAs a Customer Care Coordinator, you will be responsible for delivering high-quality customer service and support across multiple channels—including web, email, phone, live chat, social media, and review platforms.As part of the Customer Care Team, you will play a key role in managing and improving the overall customer experience for the client’s customers, with a strong focus on eCommerce and retail interactions.In this role, you will act as a brand advocate, ensuring all customer interactions reflect the client’s values and commitment to excellence. You will proactively address customer concerns, collaborate with internal teams, and contribute to ongoing business improvements by sharing customer insights.Key ResponsibilitiesCustomer Service & Support

Provide exceptional customer service by promptly resolving complaints, accurately responding to enquiries about product information, stock availability, pricing, and delivery updates;
Manage customer orders including cancellations, refunds, and replacement;
Ensure timely responses and resolution of customer issues in accordance with Customer Care SLA;
Handle customer escalations with professionalism, empathy, and problem-solving skills;
Maintain accurate and up-to-date customer records in relevant systems

Customer Advocacy & Brand Representation

Act as the voice of the customer by sharing feedback with internal teams to drive improvements.
Represent the client's brand with integrity, professionalism, and enthusiasm in all customer interactions.
Stay informed about key business milestones, product launches, and promotions to provide proactive support.

Collaboration & Teamwork

Work effectively within the Customer Care Team and across departments to ensure a seamless customer experience.
Share insights and best practices with colleagues to enhance team performance.
Support business continuity and emergency management efforts as needed.

Operational Excellence & Information Management

Organize and maintain customer information, ensuring accuracy and accessibility.
Utilize tracking and monitoring systems to gather insights and improve processes.
Contribute to process improvements and efficiencies within the Customer Care function.

Requirements

Customer Orientation – Prioritize customer needs in decision-making and service delivery.
Time Management – Effectively manage workload to meet deadlines and service expectations.
High Work Standards – Demonstrate a strong commitment to quality and accountability.
Adaptability – Adjust effectively to change and support new initiatives.
Applied Learning – Quickly assimilate and apply new job-related information.
Collaboration – Work cooperatively with colleagues to achieve team goals.
Action-Oriented & Proactive – Take initiative to address issues and improve service delivery.
Tech-Savvy – Comfortable using online systems, social media, and phone-based support tools.

Additional Requirements

Flexibility to support business continuity and emergency management initiatives when needed.
Willingness to adapt to changes in responsibilities and duties as required.

BenefitsStep Into the Smartsourcing Experience 😄Smartsourcing was created with one mission: to change lives. We’re here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fourth year running, we’ve been recognized as one of HR Asia’s Best Companies to Work For. This award isn’t just a title—it’s a testament to our commitment to making Smartsourcing an incredible place to build a career.Why You’ll Love Working HereAt Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That’s why we’re all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here’s just a glimpse of what we offer:

😊 Weekends are yours (we respect your time off)
🎄 5-day Christmas Leave (unwrap real time off)
👩‍⚕️ Healthcare from Day 1 for you and your family (because healthcare matters)
☕ Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
💰 Night shift differential for evening schedules
🏋️ Subsidized gym membership and sports wellness clubs including hiking and free-diving
🙌 Smartsourcing Exclusives (deals made just for you)
🥳 Themed BFFs, monthly knockoffs, summer parties
🧘🏼‍♂️ Community give-back programs and personal development workshops

And so much more!

We're not just another outsourcing company. We’re building something that actually matters here – a place where good work meets good culture.Step into a role where your voice makes a difference—join us at Smartsourcing now.

Smartsourcing