Customer Experience Coordinator I

2 days ago

Cebu City, Philippines Dover Business Services Full time

Overview

Position: Customer Experience Coordinator I
Location: Cebu, Philippines
Reporting to: Team Lead, Customer Experience
Company: Dover Business Services

Description: The Coordinator, Customer Experience is the front-line point of contact for customers who need quotes, want to order parts, or follow up on orders. They provide the best support by researching issues and offering the best solutions, coordinating with other departments to ensure customer issues are resolved. They should deliver timely, efficient, and humane responses to customers to create a positive experience.

Responsibilities
  1. Respond and resolve customer queries through tickets and phone calls.
  2. Research information and provide resolutions for customer issues and inquiries.
  3. Process quotes and orders for customers.
  4. Coordinate with other Dover Food Retail departments (e.g., shipping, engineering, technical support) to resolve customer issues.
  5. Communicate observable patterns, customer behaviors, pain points, and bottlenecks to the Team Lead.
  6. Present ideas and solutions to help improve performance, domain processes, and company policies.
  7. Participate in team activities (townhalls, team huddles, updates) and collaborate on problem-solving projects.
Qualifications and Educational Requirements
  • Bachelor’s Degree required.
  • 3 years of experience in the BPO or Shared Services industry.
  • 3 years of experience handling customers via calls or emails.
  • Technical skills: basic knowledge of Microsoft programs; knowledge or experience in Salesforce and InContact (CRM) preferred; ERP systems (AS400, Visual, SyteLine, Oracle) a plus.
  • Strong communication skills in English (oral and written) and above-average comprehension.
  • Negotiation, problem-solving, attention to detail, research ability, and decision-making skills.
  • Customer service skills.
Company Overview

Dover Business Services (DBS) is an independent B2B service provider within Dover Corporation, delivering selected transactional services in Finance. Locations include Downers Grove, IL; Suzhou, China; and Cebu, Philippines. DBS supports operating companies globally to maximize service delivery. Dover Corporation trades on the NYSE under the symbol “DOV.”

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