Customer Service Associate

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.

Customer 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.
  • 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.

Step 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 Here

At 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:

• Fixed weekends off
  • 5-day Christmas Leave
    • HMO coverage for you and your dependent/s from Day 1 of employment
      • Group life insurance from Day 1 of employment
        • Free lunch + soft breakfast every day
          • Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
            • For the night shifters, additional NIGHT DIFF
              • Sports wellness clubs including hiking and free-diving
                • Subsidised gym membership at Anytime Fitness
                  • Engagement bonuses
                    • Over-the-top monthly, quarterly, and annual performance bonuses
                      • Exclusive discounts in selected restaurants and merchants
                        • 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.