Customer Service Coordinator

Emerson's 133 years of history have been filled with achievements and challenges that have driven innovative thinking and bold transformations, molding us into the company we are today. By joining us as a Customer Service Coordinator , you will be given the opportunity to make a difference by providing consistent, high-value-added support across different Emerson products and services globally. You will be uniquely positioned to expertly provide unmatched solutions that solve the world's critical problems and bring more value to Emerson's customers.

In this capacity, you will be a brand ambassador, supporting our vision by creating remarkable solutions for consumers while building relationships based on trust and loyalty. This gives you a very vital role in helping drive growth platforms and supporting operational pillars while striving for long-term value creation.

If this sounds like a perfect fit for you, apply now and join our team in Quezon City, Philippines All roles are currently on a blended Work-From-Home arrangement, and company-provided IT assets are given on your first day. Enjoy our market-competitive pay, comprehensive benefits package, well-being programs, and career development opportunities.

In This Role, Your Responsibilities Will Be:

• To create a communication bridge between the Manila Contact Center and Service Agent network by becoming the single point of contact to support case handling and to direct questions from servicers
• Support the UK Marketing Communications and Customer Manager by providing regular updates to the service network by developing a service bulletin to communicate changes in product availability or stock issues, parts, handling guidance or other company updates
• Act as a main point of contact for Service Agent Authorization codes for excess mileage and/or any excess charges above the agreed call out charge and maintain a log that is reported on a monthly basis and reviewed together with Aquatherm.
• Manage daily interaction with Aquatherm including spare parts orders enquiries and any technical advice required to support case handling by the Manila Contact Center Agents.
• Gathering feedback from Aquatherm in relation to UK Contact Center handling issues and provide to the Team Leader.
• Alert Digitalization and Global Governance Leader regarding possible modifications to Knowledgebase. Update and develop training materials together with the UK Product Manager
• Manage all content support requests for the UK Contact Center team (e.g new support videos or tools) and identify opportunities to improve the UK website content, log and communicate the requests and manage information sharing with the UK Contact Center team on status and completion.
• Monitors the installation process for social media influencer/VIP contacts and handle and post install issues with Service Agents, UK Marketing team and the Digital Marketing Agency.
• Support the UK Team Leader on any escalation that require UK office support and manage the refund and product upgrade process with communication with consumers and internal stakeholders.
• Liaise with the Team Leader on UK specific escalated cases and advise the UK Customer Service Manager.
• Monitor Trustpilot reviews and manage public responses to maintain a rating of 4.5 or greater. Request information from reviewers for any negative 1 or 2 star reviews to fully review the case and to work with Customer Service Team Leader on resolving the case.
• To collate any InSinkErator website eCom queries into a spreadsheet and share them with the UK Sales Administration at the end of each shift such as
• Order confirmation
• Order status requests
• Shipping errors
• Password reset
• Liaise the following working day with the UK team on status of eCom orders and communicate back to the customers
• Support the EU warranty policy by entering EU warranty claims details into a log liaising closely with the UK Sales Adminsitrator for Europe
• Manage consumer installation bundle (eCom sale) from initial order to contacting the end customer, emailing the service agent and providing consumer details of installation.
• Develop a process flow for eCom installations and a customer satisfaction questionnaire for post instalation

Who You Are:

You have a strong drive for results and exhibit passion and enthusiasm to get things done. You are a proactive self-starter and highly innovative in approaching problem-solving and seeing opportunities that benefit the consumer. You can proficiently communicate ideas and deliver clear and concise explanations, understandings, and resolutions to customer inquiries. You're interpersonally savvy and able to collaborate and efficiently work with people at any level.

For This Role, You Will Need:

• At least 1 year experience in coordinating work either on Customer Service or Sales, Marketing or Administration
• Experienced in transaction handling and reports generation and analysis
• Excellent in working with spreadsheets - Google sheets experience would be an advantage
• Profound knowledge of the InSinkErator Knowledgebase, processes, and products.

Our Offer to You:

Make a difference with the work you do.

By joining Emerson, you'll be part of a versatile, dedicated team of motivated professionals who share a collective passion for progress and excellence.

At Emerson, we are committed to creating a global workplace that supports diversity and embraces inclusion. We attract, develop, and retain outstanding people in an inclusive environment where all employees can reach their greatest potential.

Join us and be part of a proud and thriving organization that values its people. Enjoy our market-competitive pay and benefits package, including food and transportation allowances, comprehensive insurance coverage, retirement benefits, and more. We invest in your growth with career development programs and reward your achievements through merit-based increases. We provide exceptional healthcare coverage for you and your loved ones, as well as paid leaves and tuition reimbursement for approved programs. Our well-being programs, exciting business travel opportunities, safe working environment, and commitment to social responsibility ensure you thrive personally and professionally. Be part of a team that not only values your contributions but also cares about your growth, well-being, and success. Let's take the leap and experience a fulfilling career with us. Let's go

#LI-Hybrid

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world's most complex problems — for our customers, our communities, and the planet. You'll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you'll see firsthand that our people are at the center of everything we do. So, let's go. Let's think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let's go, together.

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ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you're an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you'll find your chance to make a difference with Emerson. Join our team – let's go

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Requisition ID :

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.