CSR – Customer Service Representative
Deployed Philippines, Inc. · Pasig, Philippines ·
- Category
- Support
Responsibilities
- Respond promptly and professionally to client enquiries received via
email, Slack channels, and HubSpot Support Portal.
- Review, triage, and action tickets raised via JIRA, escalating or assigning to the appropriate internal teams (e.g., operations, inventory,
or tech).
- Maintain a friendly, informative, and brand-aligned communication
style across all platforms.
- Follow up on outstanding queries to ensure timely closure and positive
customer experience.
- Identify recurring issues and flag them for process or system review.
- Teams calls with the Client's staff and Customers requires the camera to be ON, so personal presentation and background is to be considered.
2. Ticket and Case Management - Monitor incoming tickets and requests within HubSpot and JIRA daily, ensuring correct categorisation and prioritisation.
- Update ticket statuses, notes, and resolution summaries accurately for
traceability and reporting.
- Collaborate with operations teams to gather information, investigate issues, and provide clients with accurate updates.
- Track SLA compliance (response times, resolution times) and proactively escalate when at risk of breach.
3. Order, Stock, and Fulfillment Enquiries - Investigate and respond to client queries regarding order status, fulfillment timelines, stock discrepancies, and carrier tracking.
- Liaise with the warehouse and transport teams to validate data or resolve fulfilment issues.
- Use Order Management System (OMS) and internal dashboards to verify order flow, exceptions, and dispatch confirmations.
- Provide clients with clear explanations or corrective actions when fulfillment errors occur.
4. Collaboration and Escalation - Coordinate with operations, Key Account Manager, Tech Team, and Finance Team to resolve issues that cross departments (e.g., billing
discrepancies, integration errors, or missing stock).
- Escalate technical bugs or system issues to the JIRA queue, attaching screenshots and steps to reproduce where possible.
- Participate in internal stand-ups or post-mortems to help improve service delivery processes if and when required
5. Knowledge Management and Continuous Improvement - Maintain and update support templates, FAQs, and internal troubleshooting guides within HubSpot or shared knowledge bases.
- Document new client-specific processes or recurring issue resolutions.
- Identify opportunities to streamline communication workflows or automate repetitive support tasks.
6. Reports - Generate and format required reports as needed by customer supply chain department
- Produce daily summary of all transactions processed for Shiperoo
- Onboard and train customer on dashboard/visibility tools for self service (training provided).
7. Other - Monitor email & Slack and respond timely in high volume environment
- Provide support for shipment tracking
- Collaborate via JIRA and Slack for task tracking and communication
- Hubspot experience preferred, especially in onboarding clients or
supporting inbound query workflows
- Could potentially say something similar for JIRA – “Experience using
collaboration or issue-tracking tools (e.g., JIRA, Trello, Asana).”
- Understanding of eCommerce order fulfilment processes and 3PL
workflows (inbound, receipting, picking, packing, dispatching, deliveries)
1. Client Communication and Support
Requirements
- Excellent English written communication skills
- clear, concise, and
customer-focused.
- Proficiency in HubSpot Service Hub, JIRA, Slack, and common
ticketing workflows.
- Strong task prioritisation and multitasking ability in a fast-paced 3PL
eCom retail environment.
- Analytical mindset for troubleshooting operational or data
- relatedissues.
- Calm and methodical under pressure; positive team player.
- Understanding of Retail/eCommerce purchase cycle/returns a bonus.
Work Arrangement
- Work Setup: On-site
- Work Hours: Monday to Friday, on a rostered basis between 6am – 6pm AEST time, should complete nine 9 hours work, inclusive of one 1 hour lunch break. Saturday work may be required to support Peak Period operations – Black Friday, Cyber Monday