Offer summary

Qualifications:

2+ years of customer service experience, preferably in tools or hardware-related industry., Excellent verbal and written communication skills, especially over the phone., Proficiency in handling live chats, emails, and CRM/ticketing systems., High school diploma or equivalent; some college or technical training preferred..

Key responsibilities:

Serve as the primary point of contact for customers via phone, chat, and email.

Resolve product inquiries, warranty issues, and service requests with professionalism.

Manage support tickets and document customer interactions accurately.

Collaborate with internal teams to address complex cases and improve service quality.

Job description

POSITION DESCRIPTION

The Customer Service Representative serves as the primary point of contact for customers, delivering exceptional support across phone, chat, and email channels. They effectively resolve product inquiries, warranty issues, and service requests while maintaining a professional and courteous tone. Through excellent communication and multitasking skills, they ensure a seamless customer experience and consistently uphold the company’s reputation for reliability and quality.

ROLES & RESPONSIBILITIES

CUSTOMER SERVICE

• Phone Communication:

o Handle high volumes of inbound and outbound calls with professionalism and clarity.

o Provide accurate product information, troubleshooting guidance, and warranty support.

• Chat & Case Management:

o Respond promptly to live chats, offering concise and helpful responses.

o Manage support tickets and cases with thorough documentation and timely resolution.

• Product Knowledge:

o Maintain a deep understanding of the company’s hand tools and accessories.

o Use product expertise to guide customers toward effective solutions and proper tool use.

• Customer Issue Resolution:

o Investigate and resolve complaints with a calm, solution-oriented approach.

o Work closely with internal teams to escalate and address complex cases.

• Order & Shipping Resolution:

o Assist customers with order placement, tracking, and delivery inquiries.

o Collaborate with fulfillment and logistics to ensure timely and accurate shipments.

• Warranty & Returns Handling:

o Process warranty claims and return requests following company policies.
o Communicate clearly about eligibility, timelines, and next steps to manage expectations.

• CRM & Systems Use:

o Utilize CRM software to log interactions and track customer history.

o Ensure data accuracy for reporting, follow-up, and trend analysis.

• Team Collaboration:

o Partner with sales and operations teams to deliver unified service.
o Participate in team meetings to share feedback and contribute to service improvements.

• Customer Feedback & Insights:

o Capture and relay customer feedback to support product and service enhancements.

o Identify patterns in inquiries to inform FAQs and self-service resources.

• Time Management & Organization:

o Prioritize tasks effectively to balance urgent cases with ongoing follow-ups.

o Maintain a structured workflow to ensure timely thorough customer care.

SKILLS & EXPERIENCE

1. 2+ years of customer service experience, preferably in a tools or hardware-related industry.
2. Excellent verbal and written communication skills, especially over the phone.
3. Proficiency in handling live chats, emails, and CRM/ticketing systems.
4. Strong problem-solving skills with a calm, empathetic demeanor.
5. Ability to multitask in a fast-paced environment.
6. Solid understanding of shipping processes and customer order management.
7. Experience processing warranties, returns, and service claims.
8. Basic technical understanding of hand tools and their common uses.
9. High school diploma or equivalent; some college or technical training preferred.

The candidate must be based in the Philippines.

Duty schedule: Mondays to Fridays, 8:00 AM to 5:00 PM EST

Required profile