Senior Customer Service Member

5 days ago

Pasig, National Capital Region, Philippines Satellite Office Full time

Position Summary

Lead and manage daily operations of the Customer Service team, ensuring efficient handling of high-volume enquiries, orders, claims, and complaints across multiple channels. Drive service excellence, mentor team members, and support process improvements.

Key Responsibilities

Leadership & Team Management

  • Manage daily operations across Customer Service and lead one direct report.
  • Mentor and coach team members, fostering a positive team culture.
  • Collaborate with senior team members for complex issues.

Order Processing

  • Manage high volumes of e-commerce orders and consumer enquiries: monitor issues, handle ETAs, replacements, and refunds.
  • Process stock, samples, and replacement orders.

Customer Interaction

  • Handle incoming phone enquiries and emails professionally and efficiently.
  • Communicate resolutions and actions to consumers promptly.

Claims & Returns

  • Review credit and return requests; process credit notes once conditions are met.
  • Arrange free return postage and process refunds/replacements & courier pickups.
  • Oversee claims for returns, expired stock, faulty goods, and major complaints.

Continuous Improvement

  • Support process improvements to enhance efficiency and service quality.
  • Report key performance metrics and team updates to management.

Skills & Competencies

  • Strong product knowledge and ability to train others.
  • Excellent communication and problem-solving skills.
  • Proficiency in Microsoft Office Suite and ERP systems.
  • Ability to manage multiple priorities in a fast-paced environment.

KPIs

  • Email and enquiry turnaround times.
  • Accuracy of order processing and claims management.
  • Customer satisfaction scores.
  • Team performance and engagement metrics.

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