Customer Care Consultant

1 week ago

Ortigas Metro Manila, Philippines Satellite Office Full time ₱900,000 - ₱1,200,000 per year

Role Description and Responsibilities:

Deliver outstanding on brand' customer service across all brands, driving customer

satisfaction. Support retail and online channels with all queries and issue resolution.

Required Skills and Qualifications

Key Responsibilities:

1. Customer Support

  • Assist all customers over phone, chat, and email in a timely manner, ensuring we are
  • providing best practice and on brand customer care to our customers.
  • Accurately lodge all customer details, phone sales, complaints, and queries in Zendesk.
  • Assess goods for quality assurance and come to the best resolution for the customer and brand.
  • Process return to sender orders.
  • Work with our stockists and drop ship partners to resolve customer queries.
  • Liaise with the warehouse, couriers, and internal departments to resolve customer queries, and proactively work together to identify potential issues before they occur.
  • Respond to customer product reviews and feedback, and report to the relevant department.
  • Assist the online and marketing teams with competitions by creating vouchers and contacting customers.
  • Liaise with customers over all social media platforms.
  • Resolve customer issues flagged by our fraud system.
  • Provide accurate and succinct reporting when required.
  • Accomplish all tasks to KPI standards.
  • Escalate issues to the Team Leader and Customer Care Manager.
  • Keep up to date with all new products, new seasons, and promotional activity.

2. Store Support

  • Support our stores with a range of queries, escalations, and customer support.
  • Follow-up on outstanding orders.
  • Respond to store IT Service Desk requests.

3. Brand Ambassador

  • Be a brand ambassador by representing our brand values and supporting the wider team; including retail, ecommerce, CRM, email marketing and logistics, to better service customers where relevant.
  • Actively participate in one on one's and coaching and training sessions.
  • Support the Customer Care manager with ad hoc tasks.

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