Customer Care Specialist

6 days ago

Taguig, Philippines Potami One Water Enterprise Inc. Full time
Company Description

Potami One Water Enterprise Inc. is a growing multinational beverage manufacturing company specializing in sourcing, processing and bottling artesian drinking water with naturally occurring essential minerals and electrolytes. We are committed to delivering premium products to our customers while maintaining sustainable practices. As we expand, we are looking for a dynamic, customer-focused, and detail-oriented Customer Care Specialist / Office Secretary to join our team and support our leadership in delivering exceptional service and maintaining efficient office operations.

Role Description:

The Customer Care Specialist / Office Secretary plays a vital role in ensuring that the business can navigate through both daily operations and challenging situations, while maintaining effective communication, supporting customers, and ensuring the smooth functioning of the office. This role demands a high level of adaptability, communication, and organizational skills to address customer concerns, manage administrative tasks, and assist in crisis management efforts as needed. The individual in this position will play a key part in mitigating disruptions, providing timely solutions, and ensuring operational efficiency even during challenging times.

Customer Care Specialist Responsibilities:

Serve as the first point of contact for customer inquiries via phone, email, chat, or in-person.
Provide timely and accurate information about the situation, expected resolutions, and alternative solutions.
Maintain clear and transparent communication to manage customer expectations and reduce anxiety.
Address customer complaints or issues arising with empathy and urgency.
Assist in managing high volumes of customer calls, emails, and inquiries, ensuring all are addressed promptly.
Document customer interactions and escalate urgent or unresolved issues to the senior staff.
Reach out to impacted customers to proactively inform them of the situation, updates, and resolutions.
Report recurring issues or customer concerns to senior management for further action.

Office Secretary Responsibilities:

Provide administrative support to admin department and senior leadership.
Assist in coordinating communications, including internal memos, updates, and customer notifications.
Handle urgent and high-priority correspondence, including emails, phone calls, and mail, ensuring that responses are clear, concise, and consistent with the company's management protocol.
Draft communications, including email templates, official statements, and FAQs, to ensure consistency and clarity.
Keep accurate records of the events, customer feedback, and resolutions to help in future crisis response planning.
Ensure that the office operates smoothly and work closely with other departments.

Qualifications

College degree preferred.
With background in customer service, crisis management, communications, high-stress environments or a related field is a plus.
Excellent multitasking abilities to handle both customer service issues and administrative responsibilities concurrently.
Strong ability to work under pressure, manage stress, stay calm and maintain focus while handling customer concerns and office operations in high-stress situations.
Experience in dealing with angry or upset customers.
Willingness to work with customers through difficult or prolonged issues.
Discretion in handling sensitive information and managing difficult conversations.
Strong empathy and interpersonal skills to address customer concerns and issues during difficult times.
Ability to offer timely solutions and maintain customer trust despite challenging circumstances.
Knowledge of crisis management principles, including communication, problem-solving, and rapid response techniques.
Clear and concise verbal and written communication, with the ability to draft crisis-related correspondence and keep customers informed.
Ability to adapt tone and message to suit the situation, whether it's reassuring customers or providing difficult news.
Strong organizational skills to keep track of customer interactions, crisis documents, and internal communications.
Flexibility in working hours, particularly in situations requiring emergency responses or extended work hours.
Familiarity with office software (e.g., Microsoft Office, Google Workspace), and communication tools.
Why Join Us?

Be a part of a growing company in the beverage industry with international operations.
We provide a dynamic work environment that fosters professional growth and development.

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