Customer Service Liaison

6 days ago


Iloilo City, Western Visayas, Philippines Metacom Full time

Job Summary:

As a Metacom Customer Advocate, you will serve as the primary point of contact for customers seeking assistance. Your primary responsibility is to ensure that customers have a positive experience with Metacom, addressing their inquiries, resolving issues, and providing accurate information.

Key Responsibilities:

  1. Customer Support: Provide timely and professional responses to customer inquiries via phone, email, live chat, or social media.
  2. Issue Resolution: Resolve customer complaints and issues with empathy and efficiency, ensuring customer satisfaction by delivering appropriate solutions in a timely manner.
  3. Product Knowledge: Maintain a thorough understanding of Metacom's products and services to offer accurate information and troubleshooting assistance.
  4. Order Processing: Assist customers with order processing, returns, exchanges, and refunds, ensuring smooth transactions.
  5. Data Entry: Update and maintain customer accounts, log inquiries, and track resolutions in the CRM system.
  6. Follow-up: Ensure customer queries and concerns are followed up promptly, with updates provided to customers as needed.
  7. Feedback Collection: Gather customer feedback to identify potential areas for improvement in Metacom's products or services.
  8. Collaboration: Work with other departments (e.g., sales, technical support, and billing) to resolve complex customer issues.
  9. Adherence to Policies: Adhere to Metacom's policies, procedures, and quality standards in all customer interactions.
Skill Requirements:

Required Skills and Qualifications:

  • Customer Service: Possess excellent communication and interpersonal skills to provide top-notch customer service.
  • Problem-Solving: Demonstrate strong problem-solving skills to resolve customer complaints and issues efficiently.
  • Product Knowledge: Have a thorough understanding of Metacom's products and services.
  • Technology: Be proficient in using CRM systems, live chat software, and other relevant tools.
  • Teamwork: Show a willingness to collaborate with other departments to resolve complex customer issues.


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