Customer Care Associate

1 day ago

Paranaque City, Calabarzon, Philippines Mary Grace Full time ₱150,000 - ₱300,000 per year

The Customer Care Associate is responsible for providing front-line support to customer 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.

Duties and Responsibilities:

  • 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.
  • Listens to customer concerns, log complaints, and attempts immediate resolution within scope.
  • Escalates complex issues to supervisors or other departments when necessary.
  • Accurately documents all customer interactions and updates in the tracking system.
  • Maintains up-to-date customer information following Mary Grace Foods, Inc.'s guidelines.
  • Follows standard operating procedures and scripts when handling transactions or calls.
  • Upholds service quality, communication etiquette, and confidentiality standards.
  • Communicates with other departments for order updates, service requests, or issue resolution.
  • Ensures timely follow-up with customers on pending concerns.
  • Assists in preparing reports, summaries, or updates when needed.
  • Participates in team meetings, training sessions, and knowledge sharing.
  • 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.
  • 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.

Qualifications:

  • Graduate of Bachelor's degree in Business Administration, Communications, Marketing, or any related course.
  • At least six (6) months work experience in a customer service or support role.
  • 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

Job Type: Full-time

Work Location: In person

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