Customer Care Officer

Customer Service And Sales Pasig City, National Capital Region

The role is comprised of primary and secondary objectives:

Primary Objective – Customer sales

Receive inbound & conduct outbound calls to current and newly onboarded customers
Improve value per order through upselling of meals
Complete sales tasks correctly within approved business systems
Resolve customer issues at point of contact, within delegation

Secondary Objective – Complimentary administrative tasks

Communication with external and internal stakeholders to assist the facilitation of onboarding and continuity of services
Communication with the SPC Care Field Team on the allocation of leads
Instigate general enquiries, feedback and QA workflows into upline delegations

Key Responsibilities

Inbound Telephone Calls/Emails:

Respond to in bound calls relating to a range of enquires (orders, deliveries, new customer set up, change order, general enquiries)
Utilise software to create, change, update or validate relevant information for customers enquiry and orders and maintain customer records
Resolve enquiries efficiently and empathetically within delegation and refer on and escalate efficiently

Outbound Telephone Calls/Emails:

Facilitate outbound communications to customers / clients
Update, upsell, renew orders or assist with funded plans
Facilitate a variety of administrative tasks to third parties relating to schedule of services
Liaise with external stakeholders on the status of a customer’s service

Customer Order Processing:

Utilise available business systems to create, change, update or validate relevant information for customer orders & enquiries
Facilitate administrative tasks to maintain services including quote generation and delegation of service agreement and documentation requests into centralised processes
Maintaining high quality, accurate customer data, including data entry of customers relevant details and customer updates in a web stack environment

People and Safety

Commit to safe work procedures and lead safe work behaviours, including matters relating to fitness for work and wellbeing
Demonstrate and support SPCs values and behaviours within the work environment.
Take opportunities to build shared understanding and ownership of the organisation’s vision, values, strategies, plans and desired culture

Qualifications, Knowledge and Experience

Previous telesales and/or other B2C customer service roles in fast paced environments
Proven experience multi-tasking within online and software environments
Demonstrated experience in working to business strategies and revenue targets within a team environment
Knowledge of NDIS/Home Care and/or aged care sector environments desirable but not mandatory
Cert IV Aged Care & Disability or other qualification or experience in this field is highly desirable - but not mandatory
Strong aptitude for online platform and software environments
Articulate and clear communicator (verbal & written)
Excellent multi-tasking skills
Calm, self-aware with a strong EQ
Strong problem-solving skills
Good attention to detail, accuracy, and time management
Compassion, empathy & desire to facilitate assistance to vulnerable populations
High level of interpersonal and communication skills
Ability to thrive in a fast-paced environment
A hands-on approach with determination to make things happen