Customer Care Agent/ Specialist- Food Industry

4 days ago

Pasig, National Capital Region, Philippines Chef's Secret Inc. Full time ₱400,000 - ₱800,000 per year

Overall Function:

The Customer Care Specialist plays a crucial role in ensuring the smooth and efficient processing of customer orders in a B2B (business to business) food business. This individual is responsible for managing customer inquiries, processing orders accurately, and providing exceptional customer service to maintain positive relationships with clients.

Responsibilities:

1. Order Processing:

  • Efficiently process incoming customer orders via phone, email or online platforms.
  • Verify order accuracy, product availability, pricing information and MOQ requirements.
  • Coordinate with concerned departments to ensure timely order fulfillment.

2. Customer Inquiries:

  • Respond promptly and professionally to customer inquiries related to products, orders, delivery and complaints.
  • Provide detailed product information, pricing and minimum order quantities.
  • Address and resolve customer concerns or issues in a timely and satisfactory manner.

3. Communication and Coordination:

  • Collaborate with the sales, production, and operations teams to ensure seamless order processing and delivery.
  • Communicate order updates, delays, or changes to customers in a proactive and transparent manner.
  • Work closely with account managers to understand specific customer requirements and preferences.

4. Documentation and Record-Keeping:

  • Maintain accurate and up-to-date records of customer interactions, transactions, preferences and feedback.
  • Generate and review reports related to order status, customer feedback, and key performance indicators.

5. Customer Relationship Management:

  • Build and maintain positive relationships with key B2B clients.
  • Proactively engage with customers to gather feedback and identify areas for improvement.
  • Identify opportunities for upselling or cross-selling based on customer needs.

6. Problem Resolution:

  • Address and resolve customer complaints or issues promptly and professionally making sure that Corrective Action Reports (CARs) are issued to clients in a timely manner and are filed accordingly.
  • Escalate complex issues to the appropriate department or management when necessary.

7. Product Knowledge:

  • Stay informed about product offerings, features, and industry trends. Provide reports frequently to management.
  • Provide product recommendations and solutions based on customer needs.

Qualifications:

  • Must possess a Bachelor's Degree / Graduate of Marketing, Business or any related field.
  • Experience: Previous experience in customer service, order processing, or a related field is an asset.
  • Communication: Excellent verbal and written communication skills.
  • Organizational Skills: Strong organizational and multitasking abilities in a fast-paced environment.
  • Problem-Solving: Effective problem solving skills with a customer-centric approach.
  • Team Collaboration: Ability to work collaboratively with cross-functional teams.
  • Technical Skills: Proficient in using order processing systems, SAP and MS Office Suite.

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