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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong US customer support capabilities, including effective communication, attention to detail, and proficiency in ticketing systems. Capable of managing priorities independently while providing proactive service to trade and distributor accounts.
Highest-signal resume keywords
US Customer Support ExperienceStrong Phone CommunicationExperience Using Ticketing SystemsProactive Customer ServiceAttention to Detail
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Order FulfilmentLogisticsFreight ManagementWarehouse OperationsClear Handover Notes
Soft Skills
Highly OrganisedSelf-DirectedConfidence Speaking with Customers
Tools & Technologies
ZendeskAircallMicrosoft Dynamics 365 Business CentralAI Tools
Industry Keywords
Trade ProductsPlumbingRainwater ManagementGutter Protection
About the role
Key responsibilities & impact- Answer US customer emails and tickets during US hours, covering order status, tracking, PO acknowledgements, documents and account questions
- Work with the US 3PL in Houston on stock holds, paperwork, resupply, carrier issues and parcel invoice queries
- Monitor US orders in transit and proactively update customers
- Make outbound calls for callbacks, order queries, delivery updates and quote follow-ups
- Develop regular calls with US trade and distributor accounts over time
- Take US inbound calls once trained
- Handle South Africa and UK afternoon tickets
- Triage overnight Australian tickets and prepare a ranked handover note for the 7am start
- Use AI and company systems to draft replies, find answers, track tasks and flag inaccuracies
- Support US distributors, tank manufacturers and trade customers for an Australian rainwater, gutter protection and plumbing products company
Requirements
What you’ll need- Philippines-based candidates
- Previous US customer support experience, including voice support; chat-only experience is insufficient
- Excellent written and spoken English
- Strong phone communication and confidence speaking with customers
- Highly organised and self-directed when working independently
- Comfortable working US hours and managing priorities with minimal supervision
- Experience using ticketing systems, business systems and/or AI tools
- Strong attention to detail and ability to produce clear, structured handover notes
- Proactive approach to customer service and follow-through
- Experience with logistics, freight, warehousing or order fulfilment is nice to have
- Experience with building, plumbing, rainwater or related trade products is nice to have
- Experience with Zendesk, Aircall or Microsoft Dynamics 365 Business Central is nice to have
- Experience supporting distributor, wholesale or trade customers is nice to have
- 1–2 minute voice recording introducing yourself and discussing customer support experience
- Example of an AI tool used at work, including how it is used and what it accomplishes
- Disclose any existing ongoing roles or client work
- Reflect this engagement on LinkedIn as “Independent Contractor”
Benefits
Comp & perks- 100% remote work from home
- Independent Contractor Agreement engagement
- AI tools provided/used in everyday workflow