Outbound Calls and Live Chat Support

2 weeks ago

Manila, National Capital Region, Philippines Private Advertiser Full time

CUSTOMER CARE COORDINATOR

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A CUSTOMER CARE COORDINATOR?

Our awesome client, a leading offshore apparel company, is looking for a Customer Care Coordinator to be part of their team.

Role Description and Responsibilities


Role Purpose

To drive a solutions-focused customer experience, ensuring consistent positive and brand-aligned customer interactions through our Live Chat and Customer Care hotline functions.

THE EXPECTATIONS OF YOUR POSITION

WE THINK CUSTOMER

Handling all inbound customer and retail communication with a sense of urgency, professionalism & solution focused mindsetDelivering a comprehensive and high service experience to all enquiring customers across all channels of communicationPromoting 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 platformsMaintaining 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 businessMEASUREMENTS OF SUCCESS Language used to communicate with customers is brand-aligned.Minimum customer enquiries completed per shift is to targetInitial response time is to targetHandling time is to targetSurvey score is to targetSurvey score % is to targetAll tickets responded to within target timeframeEXPERTISE

Essential

Knowledge/Qualifications

Experience operating in a retail or customer-centric industryProven experience in resolving customer complaintsAdvantageous Formal conflict resolution trainingPrevious experience in a Customer Service Role Knowledge of consumer legislation and practiceSkills Strong time management skillsStrong multitasking skillsAble to work under pressureProficient Computer skillsBehavioural Competencies Customer focus and service mindsetCommunicates effectively and with intentionResults-Orientated Create and embrace changeProblem Solving Positivity and professionalism

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