URGENT Customer Care Advocate

24 hours ago

Manila, National Capital Region, Philippines John Clements Consultants, Inc. Full time $40,000 - $60,000 per year

Required Education / Experience / Skills:

  • 4 Year College Degree
  • Business degree / background, optional
  • Customer Service Experience, good to have
  • PC skills: PowerPoint, Word, Excel, Access, E-mail/Outlook, Internet/Intranet for business functions
  • Above average to excellent written and verbal communication skills
  • Ability to handle varying workloads
  • Work set-up and schedule: Must be amenable and committed to work on a night-shift schedule and on a hybrid work set-up (8pm to 5am / Monday to Friday; weekends-off / once a week work-onsite then four days WFH per week)

Major Responsibilities

  • Perform more complex research of debits for customer claims and returns and process the corresponding credits and/or denials
  • Approve/deny all returns based on policy, appeal denied return items, assist with dispute resolution
  • Review debit information, make direct calls to customer to obtain missing information.
  • Monitor outstanding deductions and reconcile balances.
  • Notify distribution center of shipping discrepancies.
  • May authorize credit up to appropriate credit value assigned.   Credits of greater value must be approved by Supervisor or Manager of department, or appropriate director.
  • Reviews accuracy of credit files and maintains appropriate credit files.
  • Responsible for distributing credit copies and supporting documents.
  • Write denial letters to customer for debits/claims that are denied.
  • Provide excellent customer service to business unit POCs and other internal customers
  • Prepare monthly metric reports, field credit reports etc.
  • Work with sales force and collections to keep outstanding balances minimal.
  • Process promotional event credits
  • Escalate issues and concerns to management.
  • Verify reviewable items with planners and counterparts
  • Adhere to all Export, Import and Supply Chain Security Policy requirements relevant to the position
  • Adhere to ISO Standards
  • Job duties include but are not limited to the above

Leadership Competency

  • Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
  • Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
  • Plans & Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
  • Manages Conflict – Handling conflict situations effectively, with a minimum of noise.
  • Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

Position Summary

The Customer Care Advocate I perform a complex transactions regarding claims and returns requests and process corresponding credits and/or denials. Work closely with other departments to resolve disputed claims or debits. Monitor system for outstanding deductions and process resolution.

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