Customer Service Representative

Discover your 100% YOU with MicroSourcing

Position: Customer Service Representative | AU-Based Client | e-Commerce Account

Location: IT Tower 2, Cebu City

Work setup & shift: Onsite | Day shift (AEST)

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Customer Service Representative, you will:

• Respond to customer queries via live chat, email, and phone with the client's premium tone and service standards.
• Assist with order placement, product recommendations, sizing support, and delivery inquiries.
• Troubleshoot basic website-related issues (e.g., cart errors, discount codes, checkout issues) and escalate as needed.
• Guide users through the quote and bulk order processes, leveraging expertise in product lines.
• Coordinate the specialized embroidery process from initial artwork proof and swatch approval through to production scheduling.
• Accurately enter and update customer and order details in the CRM (HubSpot) and order management systems (NetSuite).
• Collaborate closely with onshore teams via internal tools (Slack, NetSuite, Commerce Tools, etc.) to ensure a seamless customer journey.
• Create mock-ups of customer logos on garments using basic Photoshop or design tools for proofing and approval.
• Report common customer issues or feedback to help improve web usability and service processes.

What You Need:

Non-negotiables

• 1-2+ years of experience in customer service, web support, and online sales.
• Prior hands-on experience or familiarity with HubSpot and NetSuite in a support capacity.
• Experience supporting customers on major e-commerce platforms (e.g., Shopify, Magento, Amazon).
• Demonstrated experience with Customer Relationship Management (CRM) tools and Order Management Systems (OMS).
• Strong organizational skills, a high degree of attention to detail, and the ability to work independently.
• Excellent written and verbal communication skills with a focus on delivering a "customer first" experience.

Preferred skills/expertise

• Familiarity with the clothing, apparel, or uniform industry, including knowledge of sizing, fit, fabric types, and the embroidery/customization process.
• Basic proficiency with design software like Adobe Photoshop (e.g., placing logos/artwork on garment photos for customer proofing).
• Proficiency with Microsoft Office/Google Workspace tools for reporting and tracking.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

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