Customer Support Representative 1 - Cebu

Our client is a global leader in commercial fitness equipment, producing the treadmills, ellipticals, bikes, strength equipment, and other machines found in fitness clubs, hotels, resorts, universities, and facilities around the world.

We're looking for a Customer Support Representative who understands more than just customer service.

Yes, you'll be helping customers by phone and email. But this isn't your typical call-center role whererestarting the device fixes everything.

Our customers may need help identifying a replacement part, understanding which component they need, checking an order, tracking a shipment, or locating the correct part on an equipment diagram.

If you're comfortable looking at a machine, understanding how its components fit together, and helping someone figure out which part they actually need, we want to talk to you.

The Background We're Looking For

The strongest candidates will have customer service experience with companies that sell, manufacture, distribute, repair, or service physical equipment and replacement parts.

You may have worked with:

• Fitness or exercise equipment

• Automotive, motorcycle, or bicycle parts

• Appliances or appliance repair

• HVAC or refrigeration equipment

• Industrial or manufacturing equipment

• Power tools or machinery

• Agricultural or construction equipment

• Medical or healthcare equipment

• Electronics involving replaceable mechanical components

• Parts distributors, equipment dealers, or repair/service organizations

We're particularly interested in candidates who have experience ordering and tracking parts, identifying components, working with part numbers or SKUs, reading parts diagrams or exploded-view drawings, and communicating with technicians, repair partners, dealers, or customers about equipment.

What's an exploded-view diagram?

If you already know the answer, we're off to a very good start.

It's the diagram that takes a machine apart onpaper and shows you where every nut, bolt, bracket, belt, bearing, panel, and mysterious little piece fits.

You don't need to be a mechanic or engineer. But you do need to be comfortable around tools, equipment, and mechanical partsand have the technical curiosity to figure out what you're looking at.

What You'll Be Doing

As a Customer Support Representative I, you'll be one of the first people customers contact when they need help. You'll work with end users, fitness club owners and managers, maintenance teams, technicians, repair partners, dealers, and company's internal teams.

You'll:

• Handle inbound customer calls, emails, and CRM requests.

• Create and update customer cases with accurate and useful information.

• Help identify basic replacement parts using electronic diagrams, exploded-view drawings, product documentation, and parts information.

• Prepare and process non-warranty parts quotes and orders.

• Look up part numbers, pricing, availability, and order information.

• Track parts and provide customers with shipping and delivery updates.

• Help customers understand warranty, return, parts-credit, and service policies.

• Maintain accurate customer and equipment information in company systems.

• Workwith Sales, Shipping, Credit, Accounting, Service, and other internal teams.

• Recognize when an issue needs additional technical support and get it to the right person.

• Follow up with customers instead of letting their request disappear into the great customer-service black hole.

Qualifications

• Customer service experience in a high-volume call center, customer support, parts support, equipment support, or comparable service environment.

• Experience using a CRM system; Salesforce experience is preferred.

• Strong spoken and written English, with CEFR B2 or higherrequired; C1 preferred.

• Strong attention to detail-especially when working with part numbers, orders, customer information, and documentation.

• Ability to manage multiple requests and priorities while meeting deadlines.

• Professional phone and email communication skills.

• Proficiency with Microsoft Office and the ability to learn multiple business systems.

Experience with SAP, particularly order entry, parts support, account updates, or similar functions, is highly desirable.

Strongly Preferred Experience

We're especially interested in candidates who have experience with one or more of the following:

Parts ordering

• Parts identification
• Parts tracking
• Order entry
• Equipment support
• Warranty support
• Service coordination
• Mechanical components
• Tools
• Equipment diagrams
• Exploded-view drawings
• Parts catalogs
• Technician support
• Dealer support
• SAP

What Will Help You Stand Out

If you've ever helped a customer or technician figure out which physical part they needed, found the correct part number, entered the order, checked inventory, tracked the shipment, or used a diagram to identify a component, make sure we know about it.

That's exactly the kind of experience we're looking for.

And don't worry-you don't need to be a gym fanatic to work with the client.

You just need to know the difference between troubleshooting a machine and troubleshooting someone's Netflix.

Perks and benefits

HMO Coverage

Annual Performance Review with Salary Increase

Become part of the Employee Share Units program

Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment

Endless opportunities for career advancement

Exclusive partnership with the IPA to offer a professional CPD pathway

Exclusive partnerships that offer Cloudstaff accountants additional training sessions

Flexible leave credits which may be used for vacation, emergency, and sick leaves

In-house psychiatrist available to support employees' well-being

International career growth and connections

Look forward to weekly office perks for work from office staff - Free Coffee, Meals, and Beer Fridays!

Mental Wellness Employee Assistance program through Lifeworks

Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues

Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled

Superb and exciting Mid-Year Parties - with items to give away and cash prizes!

Top notch workplace with first class VIP lounge and game rooms

Unlimited cash incentives for hired referrals

We set you up for success with a company-provided PC/Laptop