Customer Experience Coordinator I

3 weeks ago

Cebu City, Philippines Dover Business Services Full time

Overview

Join to apply for the Customer Experience Coordinator I role at Dover Business Services .

LOCATION: Cebu, Philippines
REPORTING TO: Team Lead, Customer Experience

Summary Description: The Coordinator, Customer Experience is the front-line point of contact of our customers who need to get a quote, order parts, and follow up on an order. They provide the best support by researching the issue and delivering the best solution. They coordinate with other departments to ensure customer issues are addressed. They should be able to “wow” our customers through timely, efficient, and humane responses.

Responsibilities
  • Strategic Management: Present ideas and solutions to help improve performance, domain processes, and company policies.
  • People Management: Participate in team and company activities such as townhalls, team huddles, and updates. Interact with teammates and contribute to creative problem solving projects and action plans.
  • Technical/Functional Management: Respond and resolve customer queries through tickets and phone calls. Research information and resolutions for customer issues and inquiries. Process quotes and orders. Coordinate with other departments (shipping, engineering, technical support, etc.) to resolve customer issues. Communicate and recommend observable patterns, customer behaviors, pain points, and bottlenecks to the Team Lead.
Qualifications and Educational Requirements
  • Bachelor’s Degree is 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; basic knowledge or experience in Salesforce and InContact (CRM) is preferred.
  • Knowledge of ERP systems such as AS400, Visual, SyteLine, Oracle is a plus.
  • Communication Skills: Good English communication skills in oral and written form; above-average comprehension skills; negotiation skills a plus.
  • Problem Solving Skills: Attention to detail; ability to conduct research; decision making skills; customer service skills.
Company Overview

Dover Business Services (DBS) is an independent B2B service provider within Dover Corporation, a diversified global manufacturer. DBS delivers selected transactional services in Finance to the entire organization, with locations in Downers Grove, IL; Suzhou, China; and Cebu, Philippines. DBS centers operate globally to maximize service to operating companies.

Dover Corporation delivers innovative equipment and components, specialty systems, and support services. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under “DOV.”

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