Customer Care Associate

I. JOB SUMMARY

The Customer Care Associate is responsible for providing front-line support to customers by responding to inquiries, resolving basic issues, and ensuring a positive customer experience. This role ensures that customers receive timely, accurate, and courteous assistance while maintaining service quality and company standards.

MAJOR ACCOUNTABILITIES

• Customer Support and Inquiry Handling
• Complaint Logging and Basic Issue Resolution
• Customer Records Management
• Service Quality and Protocol Compliance
• Coordination with Internal Teams
• Customer Feedback Collection
• Support to Team and Operations

II. DUTIES AND RESPONSIBILITIES

KEY COMPETENCIES CORE JOB RESPONSIBILITIES

Customer Support and

Inquiry Handling

• Responds promptly to customer questions and requests via phone,

email, chat, or in person.

• Processes online orders.
• Provides product, service, or policy information clearly and accurately.
• Guides customers in using company services or navigating procedures.

Complaint Logging and Basic

Issue Resolution

• Listens to customer concerns, log complaints, and attemptsimmediate

resolution within scope.

• Escalates complex issues to supervisors or other departments when

necessary.

Customer Records Management

• Accurately documents all customer interactions and updates in the

tracking system.

• Maintains up-to-date customer information following Mary Grace

Foods, Inc.'s guidelines.

Service Quality and Protocol

Compliance

• Follows standard operating procedures and scripts when handling

transactions or calls.

• Upholds service quality, communication etiquette, and confidentiality

standards.

Coordination with Internal

Teams

• Communicates with other departments for order updates, service

requests, or issue resolution.

• Ensures timely follow-up with customers on pending concerns.

Customer Feedback

Collection

• Encourages customers to share feedback on their service experience.
• Relays customer suggestions or complaints to supervisor for

evaluation.

Support to Team and

Operations

• Assists in preparing reports, summaries, or updates when needed.
• Participates in team meetings, training sessions, and knowledge

sharing.

Flexibility and Adaptability

• Performs other tasks assigned by the immediate superior to contribute

to achieving departmental goals.

• Continuously seeks opportunities to learn and develop new skills by

adapting to changes and excelling in different situations.

• Adjusts plans and priorities to accommodate changes and unexpected

situations.

Communicating with

Integrity and Respect

• Role models and upholds Mary Grace Foods' vision, mission, values and

customer service model consistently.

• Builds trust, fosters positive relationships, and maintains a healthy

work environment by striving to provide accurate information,

demonstrating empathy, understanding, and taking responsibility for

words and actions.

III. QUALIFICATIONS

Education Graduate of Bachelor's degree in Business Administration,

Communications, Marketing, or any related course.

Work Experience At least six (6) months work experience in a customer service or

support role.

Core Competencies

• Good oral and written communication skills
• Proficiency in Microsoft Office tools and ticketing systems.
• Good time-management skills with the ability to handle various

tasks simultaneously

• Ability to remain calm and empathetic under pressure
• Detail-oriented, customer-focused, and can work well in a team

environment

IV. WORKING CONDITIONS

Work Schedule

Requirements

• Full Time and On-Site (primarily office-based)
• Working Day: six (6) days a week, shifting schedule
• Lunch Break: one (1) hour / working day
• Required to work during holidays and weekends

Work Contact Requirements

• Frequent coordination with peers, cross-functional departments,

external customers and immediate superior/s

Physical Requirements

• Frequent use of computer and/or laptop for extended periods,

including typing, using a mouse, and viewing a computer screen for

prolonged periods.

• With normal or corrected vision to read documents, computer

screens, and other written materials.

• With normal or corrected hearing to communicate effectively with

colleagues, clients, and other stakeholders.

• Manages stress effectively in a fast-paced work environment,

including maintaining composure under pressure and meeting

deadlines.

Job Type: Full-time

Pay: From Php21,500.00 per month

Benefits:

• Paid training

Language:

• English (Required)

Work Location: In person