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Senior Customer Service Member

2 weeks ago

Ortigas Metro Manila, Philippines Satellite Office Full time

SENIOR CUSTOMER SERVICE MEMBER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A/AN SENIOR CUSTOMER SERVICE MEMBER?

Lead and manage daily operations of the Customer Service team, ensuring efficient handling of high-volume enquiries, orders, claims, and complaints across multiple channels. Drive service excellence, mentor team members, and support process improvements.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

Leadership & Team Management

  • Manage daily operations across Customer Service and lead one direct report.
  • Mentor and coach team members, fostering a positive team culture.
  • Collaborate with senior team members for complex issues.

Order Processing

  • Manage high volumes of e-commerce orders and consumer enquiries: monitor issues, handle ETAs, replacements, and refunds.
  • Process stock, samples, and replacement orders.

Customer Interaction

  • Handle incoming phone enquiries and emails professionally and efficiently.
  • Communicate resolutions and actions to consumers promptly.

Claims & Returns

  • Review credit and return requests; process credit notes once conditions are met.
  • Arrange free return postage and process refunds/replacements & courier pickups.
  • Oversee claims for returns, expired stock, faulty goods, and major complaints.

Continuous Improvement

  • Support process improvements to enhance efficiency and service quality.
  • Report key performance metrics and team updates to management.

WHAT ARE WE LOOKING FOR?

  • Strong product knowledge and ability to train others.
  • Excellent communication and problem-solving skills.
  • Proficiency in Microsoft Office Suite and ERP systems.
  • Ability to manage multiple priorities in a fast-paced environment.

KPIs

  • Email and enquiry turnaround times.
  • Accuracy of order processing and claims management.
  • Customer satisfaction scores.

  • Team performance and engagement metrics.

  • Extensive experience in high volume customer support (Omni-channel)

  • Experience in any ERP Systems (Preferrably Netsuite/ SAP)
  • Proficient in using Microsoft Office Suite
  • Team leadership skills
  • Excellent communication, task handling and multitasking
  • Experience in order processing and claims management