Customer Care Associate

3 weeks ago

Pasig, Philippines Symbos Managed Services Inc. Full time

The Customer Care Representative plays a vital role in supporting families with booking-related services. This includes handling inbound and outbound communications, processing bookings and cancellations, and assisting with general account and payment queries. The role is focused on delivering service excellence and promoting self-service tools to enhance the customer experience. Key Responsibilities: Customer Interaction & Support Respond to inbound phone calls and emails related to bookings and general enquiries. Provide clear and empathetic support to new and existing customers Booking Management Process new bookings, cancellations, and adjustments accurately and efficiently. Ensure all booking-related queries are resolved in line with company practices and quality standards. Account & Payment Assistance Update customer account information as requested. Process payments and set up payment plans. Outbound Communication Conduct outbound calls as needed to follow up on customer requests or provide proactive support. Service Excellence Uphold the company’s strategic pillar of delivering service excellence in every customer interaction. Ensure timely, high-quality responses to all customer queries. Support efforts to reduce inbound enquiries by promoting digital tools and educating customers. Performance & Compliance Meet campaign KPIs related to productivity, quality, and attendance. Adhere to internal policies, procedures, and compliance standards. Qualifications & Experience: Previous experience of at least 3 years in customer service, preferably in a booking or contact centre environment. Strong communication skills, both verbal and written. Ability to manage multiple tasks and work in a fast-paced environment. Comfortable using digital tools and promoting app-based solutions. Knowledge of childcare services or government subsidies (e.g., CCS) is a plus. #J-18808-Ljbffr

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