Customer Experience, Supplies Support Agent

Job not on LinkedIn

🔥 34 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sourcefit

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📣 Marketing

📦 Logistics

🏥 Healthcare

Marketing • Logistics • Healthcare

Sourcefit is a leading business process outsourcing company with headquarters in the Philippines and offices in the Dominican Republic, Armenia, Madagascar, and South Africa. Founded in 2009, Sourcefit specializes in providing custom offshore and nearshore staffing solutions across various industries including IT, Finance, Healthcare, Retail, and more. They focus on offering efficient and cost-effective BPO services such as telesales, customer support, content moderation, IT support, web development, and more. Sourcefit is committed to building long-term value for organizations through customized, efficient, and integrated offshore staffing solutions.

📋 Description

• Answer incoming customer calls promptly, professionally, and courteously • Identify customer needs and determine the appropriate resolution path, including service dispatch, supply order placement, or internal escalation • Provide customers with guidance regarding service processes, supply fulfillment timelines, and next steps • Create and dispatch service calls for hardware, software, connectivity, and maintenance issues • Gather and document troubleshooting information for technicians • Monitor open service tickets, update case information, and ensure SLA alignment • Coordinate with Field Service Managers and technicians to resolve customer issues efficiently • Process supply orders using monitoring alerts, automated systems, and direct customer requests • Review supply data and determine fulfillment actions while considering cost impact and supply management guidelines • Place sales orders in internal order management systems and ensure accurate shipment information and device alignment • Monitor supply ticket queues and proactively manage order placement to support service continuity • Manage and prioritize a high-volume ticket queue across service and supply workflows • Complete ticket updates, documentation, and status changes according to internal standards and SLA expectations • Identify tickets requiring escalation and coordinate with internal teams for timely resolution • Document customer interactions, service requests, and supply actions in helpdesk, CRM, and operational platforms • Maintain complete and accurate records for reporting, operational analysis, and customer account history • Collaborate with Service Operations, Sales, Warehouse, Logistics, and Account Management • Escalate complex customer situations while maintaining ownership of communication and follow-through • Participate in internal process improvement initiatives • Participate in training on supported equipment, supply processes, service procedures, and internal systems • Stay informed about process changes, operational updates, and customer experience initiatives • Support special projects, operational initiatives, or pilot programs • Provide support during high-volume periods or operational events as directed by leadership

🎯 Requirements

• High school diploma or equivalent required • Associate’s or bachelor’s degree preferred • Minimum three (3) years of experience in a customer service, service coordination, call center, or operations support environment • Experience in service dispatch, order entry, supply fulfillment, or technical support coordination strongly preferred • Experience working within multi-system operational environments (CRM, ticketing platforms, order management systems) highly desirable • Experience supporting managed print, IT services, or equipment service environments is a plus • Knowledge of basic printer, copier, and office equipment operations • Knowledge of customer service and service dispatch processes • Knowledge of order processing and supply chain support workflows • Proficiency with Microsoft Office Suite (Excel, Word, Outlook) • Knowledge of CRM and helpdesk systems • Ability to operate efficiently within multiple software platforms simultaneously, including service management, order processing, CRM, and monitoring systems • Ability to prioritize workload and manage multiple requests in a high-volume operational environment • Strong problem-solving and decision-making skills • Professional communication with customers, technicians, sales teams, and internal stakeholders • Accuracy and attention to detail while managing competing priorities • Ability to take ownership of customer issues and drive resolution through collaboration and follow-through • Ability to adapt quickly to process changes and evolving operational needs • Flexibility and availability for scheduling across time zones supporting Eastern, Central, and Western U.S. regions

🏖️ Benefits

• Full-time employment • Overtime may occasionally be available during high operational demand periods