
Customer Care Associate
4 days ago
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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