Customer Service Representative
Cebu City, Central Visayas, Philippines
Job Overview
As a Customer Service Representative, you’ll serve as the primary point of contact for customers purchasing decking products and accessories. You’ll guide them through product selection, help with order tracking and installation advice, and address concerns related to returns or product availability. Success in this role requires excellent communication, attention to detail, and a genuine desire to help customers plan and complete their outdoor projects.
Responsibilities
- Customer Support: Respond to customer inquiries via chat and email about products, services, and orders
- Product Guidance: Recommend decking materials, railings, and accessories tailored to customer needs
- Order Processing: Place, modify, or track orders and resolve discrepancies or shipping issues
- Technical Support: Provide installation advice and product usage guidance, including DIY assistance
- Returns & Exchanges: Process returns, manage documentation, and assist with refunds or replacements
- Material Estimating: Help customers calculate decking material needs based on project dimensions
- Sales Support: Inform customers about promotions, discounts, and offers
- Inventory Updates: Provide accurate stock levels, lead times, and availability info
- CRM Management: Create and update customer records and deals in HubSpot
- Order Issue Resolution: Log and manage damaged or missing item cases in NetSuite
- Performance Reporting: Submit end-of-shift productivity trackers to monitor tasks completed
Job Qualifications and Skills Set
- Previous experience in customer service or e-commerce support
- Strong communication and interpersonal skills
- Proficiency with email, live chat, and CRM tools (preferably HubSpot and NetSuite)
- Excellent problem-solving skills and attention to detail
- Ability to assist with technical products and support installation-related questions
Preferred
- Background in home improvement, building materials, or the decking industry
- Familiarity with order tracking, material estimation, and logistics coordination
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