Customer Care Officer

2 days ago

Ortigas Metro Manila, Philippines Satellite Office Full time ₱1,200,000 - ₱2,400,000 per year

CUSTOMER CARE 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 CARE OFFICER?

The purpose of the Customer Care Officer is to work within a defined framework to drive incremental sales of convenience meals to customers.

The role is required to deliver a high quality, efficient, and empathetic service to facilitate best practice in assisted online ordering whilst having a broad understanding of the core customer profile ie. customers with a disability, their carer's and people >65 years.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

Primary Objective – Customer sales

  • Receive inbound & conduct outbound calls to current and newly onboarded customers
  • Improve value per order through upselling of meals
  • Complete sales tasks correctly within approved business systems
  • Resolve customer issues at point of contact with a high level of empathy, within delegation.

Secondary Objective – Complimentary administrative tasks

  • Communication with external and internal stakeholders to assist the facilitation of onboarding and continuity of services
  • Instigate general enquiries, feedback and QA workflows into upline delegations.

Inbound Telephone Calls/Emails:

  • Respond to in bound calls relating to a range of enquires (orders, deliveries, new customer set up, change order, general enquiries & complaints)
  • Utilise software to create, change, update or validate relevant information for customers enquiry and orders and maintain customer records
  • Resolve enquiries efficiently and empathetically within delegation and refer on and escalate efficiently.

Outbound Telephone Calls/Emails:

  • Facilitate outbound communications to customers / clients & providers
  • Update, upsell, renew orders or assist with funded plans
  • Facilitate a variety of administrative tasks to third parties relating to schedule of services
  • Liaise with external stakeholders on the status of a customer's service.

Customer Order Processing:

  • Utilise available business systems to create, change, update or validate relevant information for customer orders & enquiries
  • Facilitate administrative tasks to maintain services including quote generation and delegation of service agreement and documentation requests into centralised processes
  • Maintaining high quality, accurate customer data, including data entry of customers relevant details and customer updates in a web stack environment.

WHAT ARE WE LOOKING FOR?

  • Experience handling outbound calls.
  • Preferably with upselling experience.
  • Proven experience multi-tasking within online and software environments.
  • Demonstrated experience in working to business strategies and revenue targets within a team environment.
  • Strong aptitude for online platform and software environments
  • Articulate and clear communicator (verbal & written)
  • Excellent multi-tasking skills
  • Calm, self-aware with a strong EQ
  • Strong problem-solving skills
  • Good attention to detail, accuracy, and time management
  • Compassion, empathy & desire to facilitate assistance to vulnerable populations
  • High level of interpersonal and communication skills
  • Ability to thrive in a fast-paced environment
  • A hands-on approach with determination to make things happen.

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