
Customer Care Associate
3 days ago
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
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