Customer Service Officer

1 week ago

Ortigas Metro Manila, Philippines Satellite Office Full time

CUSTOMER SERVICE OFFICER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A/AN CUSTOMER SERVICE OFFICER?

Key Accountabilities:

  1. Email Management:

  2. Receive and manage high level of customer enquiries.

  3. Phone Support:

  4. Handle high volume incoming phone enquiries.

  5. Claims Processing:

  6. Review/verify credit and return requests (email).

  7. Process credit notes once conditions are satisfied.

  8. E-Commerce Orders (Shopify):

  9. Monitor for issues, cancel fraudulent orders.

  10. Follow up on ETAs, handle replacements/exchanges/refunds.

  11. Order Types Processed:

  12. Samples, replacements, POS, testing accounts.

  13. Export orders.

  14. Complaint Handling:

  15. Triage phone/email enquiries.

  16. Complete complaints template logs, run reports, escalate to Quality Team.
  17. Email consumers with actions/requests.

  18. Returns Management:

  19. Arrange free return postage (refund/replacement).

  20. Bulk returns: Enter partial credit in IBS/BPR, schedule courier pickups.
  21. Coordinate with warehouse to finalize refunds/replacements.

  22. Claims Management:

  23. Returned delivery (consumer), expired stock, e-commerce fraud.

  24. Withdrawn/recalled products, faulty products, major complaints.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

  • Response Time.
  • Resolution Time.
  • Customer Satisfaction.

WHAT ARE WE LOOKING FOR?

  • Clear/professional communication (phone/email).
  • Customer-centric mindset.
  • Issue resolution and problem-solving.
  • Multitasking high volume orders and time management.
  • Excel, Outlook, and Avaya experience.

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