Customer Care Coordinator

Customer Service And Sales Pasig City, National Capital Region


Description

THE EXPECTATIONS OF YOUR POSITION  
WE THINK CUSTOMER  
  • Handling all inbound customer and retail communication with a sense of urgency, professionalism & solution focused mindset
  • Delivering a comprehensive and high service experience to all enquiring customers across all channels of communication
  • Promoting effective solutions and education to defuse escalated customers with minimal support to limit business risk and the need for issues to be raised through government consumer rights platforms
  • Maintaining a high level of knowledge on the brand, product, policies, processes, internal systems and consumer laws so that customer queries can be resolved quickly and efficiently.
WE ARE ACCOUNTABLE  
  • All outbound communication is aligned with all policies and procedures within the business.
  • Being actively astute to common queries, technical issues or feedback to share with the relevant stakeholder or identify the solution.
  • Ensuring business policies and procedures are adhered to whilst striving for a positive outcome for the customer.
WE CHALLENGE THE STATUS QUO  
  • Providing on the spot coaching and dispute resolution advice to team members in Retail who require customer support.
  • Collecting relevant customer feedback to communicate directly to the Head of Customer Care to transfer to the appropriate stakeholders to support the overall customer experience across the business.
WE ARE HUNGRY FOR SUCCESS  
  • Investigating all enquiries thoroughly and providing an outcome that is mutually beneficial to both the customer and the business.
  • Ensuring knowledge of the company's product, new arrivals and restocked items is kept current through training attendance and the review of company communications. 
WE BELIEVE IN EACH OTHER  
  • Sharing enthusiasm and insight on brand culture, messaging and philosophy to connect our customers to the business
MEASUREMENTS OF SUCCESS  
  • Language used to communicate with customers is brand-aligned.
  • Minimum customer enquiries completed per shift is to target
  • Initial response time is to target
  • Handling time is to target
  • Survey score is to target
  • Survey score % is to target
  • All tickets responded to within target timeframe
EXPERTISE  
Essential   
Knowledge/Qualifications   
  • Experience operating in a retail or customer-centric industry
  • Proven experience in resolving customer complaints
Advantageous  
  • Formal conflict resolution training
  • Previous experience in a Customer Service Role 
  • Knowledge of consumer legislation and practice
Skills   
  • Strong time management skills
  • Strong multitasking skills
  • Able to work under pressure
  • Proficient Computer skills
Behavioural Competencies   
  • Customer focus and service mindset
  • Communicates effectively and with intention
  • Results-Orientated Create and embrace change
  • Problem Solving Positivity and professionalism