SUMMARY
The Customer Care Associate manages the Order Processing, Customer service function and Seller Center Management. They ensure that all orders, customer and/or client concerns/ request are being handled promptly and accurately.
ESSENTIAL FUNCTIONS
Responsible for daily management of orders, emails, chats and calls (when applicable) inquiry
Percent of time spent in this area: 95%
- Makes sure that all orders are being processed/ encoded in that system promptly and accurately.
- Ensure a positive customer experience by providing professional, effective, efficient, and on-time answer to internal and external queries. Take the extra mile to engage customers.
- Acknowledge, document and close query/ complaint tickets within the standard turn-around time and committed date.
- Refer to knowledge base and experience (team and self) to handle queries.
- Coordinate with processing team (Warehouse and Finance Department) to make sure that all details/ inquiries are being answered accurately.
- Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies - Ensure that all Seller Center Setup are being addressed promptly and accordingly to avoid error and customer confusion
- Adhoc Tasks
Percent of time spent in this area: 5%
- Perform other related duties as assigned by management
- Participates on company and divisional events
JOB QUALIFICATIONS
- Formal education or training required such as degrees, courses of study, certification:
- Previous work experience of at least 6months in the related field is an advantage. Indicate type of experience and length of experience.
SKILLS
Communications
- Verbal and written proficiency in English and Tagalog
- Strong organizational and interpersonal communication skills
- Must be able to adapt in a fast-paced environment with a lot of client facing interactions
Computer
- Proficiency in MS Office (Excel, Word, and PowerPoint) and/or G-Suite Tools
Abilities
- Ability to make effective and accurate decisions and judgement calls.
- Strong attention to detail and organizational skills
- Effective time and task management skills essential to meet deadlines
- Results Oriented
- Team player attitude
- Proactive, Self-Starter
- Collaborate with internal and external partners