Customer Service Representative

JOB TITLE – CUSTOMER SERVICE REPRESENTATIVE

Turn every interaction into a great customer experience. We’re looking for a responsive, detail-focused Customer Service Representative who can confidently manage customer needs across voice and digital channels. If you enjoy solving problems, keeping information accurate, and building trust with every conversation, you’ll thrive in this role.

Work Setup: Hybrid – 2 days per week onsite at the Makati office

Role Overview

As our Customer Service Representative, you’ll deliver outstanding voice and non-voice support across order management, data entry, chat, email, inbound and outbound calls, sales lead generation and validation, appointment setting, and customer data management. You’ll take ownership of concerns through resolution, communicate service updates clearly, and help identify opportunities to improve the customer experience and the way we work.

Key Responsibilities

· Own Every Case: Manage customer concerns and queries across chat, email, and calls, following each case through to a clear and timely resolution.

· Stay Ahead of Issues: Note and track customer concerns, identify potential opportunities and risks, and help resolve issues before they become escalations.

· Set Clear Expectations: Keep customers informed about service disruptions, delivery delays, next steps, and expected resolution times.

· Deliver Accurate Support: Encode, transcribe, calculate, process, and maintain text and numerical data with a high level of accuracy and efficiency.

· Turn Data into Action: Analyse information and take the appropriate steps to achieve communicated service, productivity, and account objectives.

· Build the Sales Pipeline: Research and mine data to generate new sales leads, validate prospects, conduct outbound calls, and set appointments where required.

· Keep Stakeholders Informed: Provide regular activity reports and raise emerging concerns or opportunities that may affect customer experience or process effectiveness.

· Protect Quality: Follow best practices, quality guidelines, and account processes while using available tools to deliver consistently accurate work.

· Strengthen Client Relationships: Respond to client queries, support complaint resolution, and coordinate with internal teams, third parties, and government agencies when necessary.

· Spot Opportunities: Understand each client’s business, recognise pain points, and share potential hammerjack service opportunities with the Account Manager.

· Contribute to the Team: Participate actively in knowledge-transfer sessions, client meetings, workshops, and team discussions, sharing best practices that improve program success.

· Step In Where Needed: Complete ad hoc tasks assigned by Management to support an excellent customer experience.

Measures of Success

· Average handle time and other agreed productivity measures.

· Quality across chat, voice, order management, and data-entry work.

· Consistent follow-through and resolution of client and customer issues.

· Attendance, reliability, and schedule adherence.

· Accuracy and process adherence.

Skills & Experience

· Experience supporting customers across multiple service and sales channels, including chat, email, inbound calls, and outbound calls.

· Above-average written and verbal English communication skills.

· Strong analytical, problem-solving, and decision-making ability.

· Resourceful and proactive, with the confidence to find solutions for customers.

· Detail-oriented, consistently producing accurate and high-quality work.

· Flexible and able to tailor the approach to the customer, account, or task at hand.

· Able to understand customer needs, expectations, and satisfaction levels while maintaining positive relationships.

· Confident handling complex issues while building trust and keeping customers informed.

· Proficient in Microsoft Outlook, Word, Excel, and PowerPoint, with the ability to learn new systems and tools quickly.

Able to work independently within hammerjack quality guidelines and meet deadlines with urgency without sacrificing quality.

What’s in It for You

• Flexibility that Fits: Hybrid options across Makati and Pampanga, on day shifts aligned with our Australian clients.

• Workspaces that Work: Modern offices built for focus, collaboration, and real productivity.

• Coffee and Good Company: Barista coffee on demand and a café bar to unwind after work.

• Meals on Us: Complimentary meals once a week on your on-site day.

• Covered from Day One: Health coverage with free dependent coverage, so you're looked after from the start.

• Compensation You Can See: Transparent salary packages with direct client involvement.

• Room to Grow: Ongoing training and real opportunities to step into bigger roles.

• An Award-Winning Home: Join a team ranked 8th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia.

• People Who Have Your Back: Work alongside reliable, easy-going people who care about doing great work.

• A Global Stage: Work directly with international clients and see how teams scale worldwide.

About Us
At hammerjack, we connect skilled professionals in the Philippines with growing businesses across Australia and beyond—building teams that work as true extensions of our clients. We're proud to be named among the Fortune 100 Best Workplaces in Southeast Asia and ranked the 8th Best Workplace in the Philippines.

Our Impact
Our people aren't outsourced—they're embedded. With aligned tools, shared goals, and real accountability, they deliver at the same standard and pace as onshore teams while building long-term careers they're proud of, across accounting, tech, admin, and marketing.