Customer Care Representative

6 days ago

Pasig, National Capital Region, Philippines Robinsons Land Corporation Full time ₱150,000 - ₱250,000 per year
  1. Handle and assess the concerns received from multiple platforms within a standard turnaround time.

-Ensure that all the raised concerns have tickets in Salesforce Service Cloud and endorse to the resolution group accordingly:

  • Level 1 Concerns: Resolve concern within 24 hours.
  • Level 2 and 3 Concerns: Coordinate, assign the ticket within 24 hours, and/or follow up with the resolution group to close out concerns to hit the set turnaround time.
  • Level 4: consult upper management for proper handling

-Acknowledge, update, and communicate with the customers through the following channels;

  • Face to Face meetings – assist walk-in clients (internal/external)
  • Email – acknowledge/respond/assign email-to-tickets
  • SMS and Chats via Viber and WhatsApp – Acknowledge/respond and create the corresponding tickets for endorsement/resolution

  • Calls via Zoom, Viber, and WhatsApp – Respond to incoming calls and acknowledge/resolve as appropriate and ticket call histories

  • Consolidate, review, ensure accuracy and completeness on the submitted requirements for the contract amendment request

  • Able to strictly monitor each request by updating the Masterfile in a timely manner, properly classified, filed, and stored per step-process

  • Able to handle different types of clients and complaints

  • Build customer relationships by managing client's expectations and providing complete information/resolution on the concern

  • Hit the target CSAT/NPS scoring by developing strategies to ensure positive customer experiences for every transaction

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