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Sourcefit
Sourcefit
1.001 – 5.000 Angajați
Asistență medicalăLogisticăMarketing
Sourcefit este o companie de externalizare a proceselor de afaceri care oferă soluții personalizate de recrutare prin externalizare offshore și nearshore. Cu sediul central în Filipine și birouri în Republica Dominicană, Armenia, Madagascar și Africa de Sud, compania sprijină organizații din domenii precum IT, finanțe, sănătate, retail, marketing și logistică. Serviciile sale includ vânzări prin telefon, asistență pentru clienți, moderarea conținutului, suport IT și dezvoltare web, echipele fiind structurate în funcție de nevoile operaționale ale fiecărui client. Contextul angajărilor la Sourcefit acoperă furnizarea acestor servicii externalizate de afaceri și de personal pentru organizații care caută capacități integrate de asistență.
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Locurile de muncă ale companiei

Customer Experience and Supplies Support Agent - Philippines Remote

Support office equipment customers by coordinating service dispatches, supply orders, ticket resolution, and escalations. Use CRM, helpdesk, monitoring, and order management systems to maintain service continuity.

PHFilipineRemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăAsistență clienți

Descriere

  • Handle incoming customer calls with prompt, professional, and courteous service.
  • Assess customer needs and select the appropriate resolution, including service dispatch, supply ordering, or internal escalation.
  • Explain service procedures, supply timelines, and next steps to customers.
  • Create and dispatch service requests for hardware, software, connectivity, and maintenance concerns.
  • Collect and record troubleshooting details for technicians.
  • Track open service tickets, maintain case details, and support SLA compliance.
  • Work with Field Service Managers and technicians to resolve customer issues efficiently.
  • Process supply requests generated by monitoring alerts, automated workflows, and customer contacts.
  • Evaluate supply information and select fulfillment actions in line with cost considerations and supply-management procedures.
  • Enter sales orders into internal systems with accurate shipping details and device associations.
  • Monitor supply queues and place orders proactively to help prevent service interruptions.
  • Organize and prioritize a high-volume queue spanning service and supply requests.
  • Update tickets, documentation, and statuses in accordance with internal standards and SLA requirements.
  • Recognize cases that need escalation and coordinate timely action with internal teams.
  • Record customer contacts, service requests, and supply activity across helpdesk, CRM, and operations systems.
  • Keep accurate, complete records for reporting, operational analysis, and customer histories.
  • Partner with Service Operations, Sales, Warehouse, Logistics, and Account Management teams.
  • Handle complex customer matters through resolution while retaining responsibility for communication and follow-up.
  • Contribute to internal efforts to improve processes.
  • Complete training on supported equipment, supply workflows, service practices, and internal systems.
  • Keep current with procedural updates, operational changes, and customer experience programs.
  • Assist with special projects, operational initiatives, and pilot programs.
  • Provide additional coverage during peak volumes or operational events as requested by leadership.

Cerințe

  • High school diploma or equivalent is required.
  • An associate or bachelor’s degree is preferred.
  • At least three years of experience in customer service, service coordination, call center operations, or operational support is required.
  • Experience with service dispatch, order entry, supply fulfillment, or technical support coordination is strongly preferred.
  • Experience working across CRM, ticketing, and order management systems is highly desirable.
  • Experience supporting managed print, IT services, or equipment service operations is advantageous.
  • Basic knowledge of printer, copier, and office equipment operation.
  • Understanding of customer service and service dispatch procedures.
  • Knowledge of order processing and supply-chain support workflows.
  • Proficiency in Microsoft Office, including Excel, Word, and Outlook.
  • Familiarity with CRM and helpdesk platforms.
  • Ability to work efficiently across service management, order processing, CRM, monitoring, and other software systems at the same time.
  • Ability to prioritize tasks and manage multiple requests in a high-volume operating environment.
  • Strong problem-solving and decision-making abilities.
  • Professional communication skills for working with customers, technicians, sales teams, and internal stakeholders.
  • Careful, accurate work while balancing competing priorities.
  • Ability to own customer issues and pursue resolution through coordination and follow-through.
  • Ability to adjust quickly to changing processes and operational requirements.
  • Scheduling flexibility across time zones serving Eastern, Central, and Western U.S. regions.

Beneficii

  • Full-time employment.
  • Overtime may sometimes be available during periods of high operational demand.

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