Customer Service Officer

Grow with a role that blends service, sales support, and operations impact. Join Smartsourcing's 4-Time Best Company to Work For

Hi We're Smartsourcing, and we're on the lookout for a full-time, on-site Customer Service Officer to be the voice our clients can count on. From handling calls and processing orders to supporting sales and keeping operations on track, you'll play a key role in delivering service that's as reliable as it is remarkable. Here, growth, teamwork, and impact aren't just buzzwords—they're what drive us every day.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 CebuThe Customer Service Officer plays a vital role in managing inbound and outbound calls—assisting customers with inquiries, processing orders, and supporting sales initiatives. In addition, this role partners with the Customer Service Manager to coordinate and oversee order management, ensuring high service standards are maintained and deadlines are consistently met.

Role Responsibilities:

• Handle inbound calls, resolve customer inquiries, and provide product information in a professional manner
• Conduct outbound calls to promote products, process orders, and follow up on leads. Process customer orders.
• Accurately enter and manage customer orders in the system.
• Address customer complaints and escalate complex issues when necessary.
• Manage shipment planning and coordinate with logistics.
• Ensure proper invoicing and documentation flow.
• Monitor backlog and update customers on delivery statuses. Assist the sales team with customer interactions and promotional campaigns.
• Provide support and backup for the Customer Service Manager.
• Participate in internal meetings to ensure coordination with Production, Logistics, and Sales.
• Ensure compliance with internal procedures and customer contractual obligations.
• Communicating all relevant information to all relevant departments & system update. Example; discrepancies, shortages, claims, changes to customer information.
• Assisting Production team and other internal department queries.
• Handling and passing on sales enquiries and sample requests as required.
• Ensure adherence to Australian consumer laws and company policies.
• Help integrate new team members and support their training.

Technical Knowledge & Skills

• Previous experience as a Customer Service Officer
• Work with and interpret figures
• Analyze and synthesize information
• Prioritise and manage time effectively
• Use IT tools for order processing and monitoring
• Proficient in SAP and MS Office
• Knowledge of international trade rules and export documentation highly regarded

Education:

• BA in business preferred

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.

Take the next step in your career—where support, growth, and impact go hand in hand. Join Smartsourcing.