Customer Service Officer

Because clarity, speed, and empathy are a superpower -- and we're looking for someone who has it.

Hi! We're Smartsourcing. We're on the lookout for a full-time, onsite Customer Service Officer who enjoys helping people, solving problems, and keeping processes organized. If you love making customers feel supported and understood, this role was made for you.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

About the Role

The Customer Service Officer plays a key role in managing customer interactions and supporting day-to-day service operations. You'll handle inbound and outbound calls, assist customers with inquiries, and process orders with accuracy and care. You will also contribute to sales support activities and work closely with the Customer Service Manager to organise, track, and monitor customer orders. Your goal is to ensure service quality, maintain smooth customer communication, and help the team meet deadlines efficiently.

Key Responsibilities:

Cross-Functional Activities:

• Report any existing or newly identified issues to the Manager.

• Adhere to the companys operational standards and department-specific procedures, in alignment with management policies, especially regarding:   

• Food safety
• Safety of people and property (self and others)
• Environmental responsibility and sustainable development

• Follow all hygiene rules, preventive measures against malicious acts, and comply 

• with internal regulations.

• Maintain a clean, organized, and safe workstation.

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.

About You

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

Benefits

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 fifth 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:

• 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.

Let's build great customer experiences together -- apply at Smartsourcing today.