Customer Service Coordinator

6 days ago

Pasig, National Capital Region, Philippines Satellite Office Full time ₱250,000 - ₱350,000 per year

Position Summary

This role is vital to the business and our customers. The role requires an individual that has a passion for providing exceptional customer service while operating in a high paced environment.

Key Accountabilities/Responsibilities

The responsibilities include the following:

  • Answering email, Phone and Live Chat queries from external customers regarding online orders, loyalty questions or general/ miscellaneous customer queries or feedback in a reasonable timeframe.
  • Ensuring shift KPI's are met in line with business expectations
  • Responding to emails from stores, Area Managers and other internal customers in a timely manner.
  • Responding to phone enquiries from internal and external customers.
  • Investigating and tracking online customer orders and refunding orders where necessary.
  • Managing customer loyalty accounts.
  • Communicating with key stake holders to get the best resolution/ answer for the customer
  • Providing a high level of support to both external customers and All internal support departments

Skills and Experience Required

  • 3+ years experience in a customer service representative or call centre role
  • Proven experience providing strong customer service
  • Passionate about finding solutions for customers
  • Excellent communication skills, both written and verbal
  • Good problem-solving skills
  • Familiar with Microsoft Office, particularly Outlook, Word and Excel
  • Familiar with Magento
  • Familiar with or have used Zendesk
  • Confidence in dealing with high volume of calls

Key Relationships

Internal

  • All internal support departments
  • Store Managers & Team Members
  • Clinic Team Members
  • Retail & Vet Area Managers
  • Service Desk IT

External

  • Customers

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