Customer Care Specialist

4 weeks ago

Cebu City, Philippines CallTek Full time

As a Customer Care Specialist, you will be the first point of contact for our customers, providing exceptional service and support. You will be responsible for addressing customer inquiries, resolving issues, and ensuring a positive customer experience. Your role will involve communication through various channels, including phone, email, and chat, and you will work closely with other departments to ensure customer satisfaction.

Key Responsibilities
  1. Customer Interaction:
    • Respond promptly to customer inquiries via phone, email, and chat
    • Provide accurate information regarding products, services, and company policies
    • Address customer concerns and resolve issues effectively and efficiently
  2. Issue Resolution:
    • Investigate and resolve customer complaints in a timely manner
    • Escalate complex issues to appropriate departments or supervisors when necessary
    • Follow up with customers to ensure their issues are fully resolved
  3. Customer Relationship Management:
    • Build and maintain positive relationships with customers by delivering excellent service
    • Identify opportunities to enhance the customer experience and suggest improvements
    • Gather and document customer feedback for continuous improvement
  4. Product Knowledge:
    • Stay informed about the company's products, services, and promotions
    • Assist customers with product selection and provide recommendations based on their needs
    • Continuously update knowledge on new products and services to better serve customers
  5. Administrative Tasks:
    • Document customer interactions, transactions, comments, and complaints in the company's CRM system
    • Prepare reports on customer interactions, issues, and trends for management review
    • Ensure customer records are up-to-date and accurate
  6. Team Collaboration:
    • Work closely with other departments, such as Sales, Marketing, and Technical Support, to resolve customer issues and improve processes
    • Participate in team meetings and contribute ideas to enhance the customer care process
    • Assist in training new team members and sharing best practices
  7. Performance Metrics:
    • Meet or exceed performance targets, including response times, resolution times, and customer satisfaction scores
    • Continuously seek ways to improve personal performance and customer service
Requirements
  • High school diploma or equivalent (Bachelor's degree preferred)
  • Previous experience in customer service or a related field
  • Excellent communication skills, both written and verbal
  • Strong problem-solving abilities and attention to detail
  • Proficiency in using CRM software and other customer service tools
  • Ability to handle high-pressure situations and remain calm under stress
  • A customer-centric mindset with a passion for helping others
Working Conditions
  • This is a full-time position with (Company Name), and may require working in shifts, including evenings and weekends
  • The role may involve working from the office or remotely, depending on company policy
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