After Sales Representative

4 days ago

Clark Freeport Zone Pampanga Philippines JOBS360 Full time ₱240,000 - ₱480,000 per year

Experience | Skills | Knowledge

  • 1-2 years' experience in a customer service environment.
  • Exceptional interpersonal and communication skills both verbal and written.
  • Customer first approach and ability to manage customer conflict.
  • Ability to exercise good judgement.
  • Experience with problem solving and a solution focused approach.
  • Demonstrated proficiency with the use of technology and MS Office software packages.
  • Able to work efficiently with good time management skills and ability to prioritise.
  • Team player.
  • Previous experience in a Retail Environment preferred.
  • Experience with Zendesk highly preferred.

Roles and Responsibilities:

1. CUSTOMER SERVICE

  • Respond to customer queries via phone call and email and monitor voicemail messages and return calls as required.
  • Handling and resolving customer queries and feedback to the satisfaction of the customer, including damaged and faulty products.
  • Resolve customer issues in full and effectively and encourage customers to who have had a good experience to place reviews on third party sites.
  • Communicating the outcome of third-party repairs and inspections.
  • Supporting After Sales Service Team Leader with proactive communication on business-wide order fulfillment issues or early fulfillment opportunities for
  • online sales.
  • Identify and resolve issue related to delivery run sheets and order delays for orders placed online.
  • Assists Community Engagement Advocate in the monitoring of social media platforms.

  • Ensuring tone of voice and brand values are aligned in all communication.

  • SYSTEMS AND OPERATIONAL STANDARDS

  • Respond to tickets in a timely manner.

  • Utilize system metrics and filtering to identify priority customers and respond based on objective judgement.
  • Self-manage time and workload to ensure tasks are being handled and completed promptly.

  • Work through best for business resolutions with customers to reduce returns and costs to business.

  • PRODUCT KNOWLEDGE AND TRAINING

  • Complete online training modules within required timelines and maintain ongoing up to date product knowledge.

  • Access and use available resources to build product knowledge.
  • Keep up to date on new product arrivals and specifications.

  • Adhere to policy, procedures, and company updates to ensure compliance.

  • ADMINISTRATION

  • Back up support to After Sales Service Administrator / After Sales Service Advocate to process customer invoices on time and in full.

  • Ensure daily tasks are completed on time in full as outlined in the process and procedure documentation.
  • Ensure customer cancellation, refund and swap-over requests are completed on time in full.
  • Communicate effectively with internal and external stakeholders.
  • Share insights and observations with team leaders and colleagues

ShoreXtra Perks

  • Free barista-style coffee
  • Free parking and jeepney services
  • Highly engaged team
  • Unlimited growth  potential
  • Challenging role
  • Fun and family-oriented working environment

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