Customer Care Specialist

Work Set Up:

• On-site
• Monday to Friday, 7:00 am - 4:00 pm

About the Role

The Customer Care Specialist acts as the frontline to prospective and existing customers, specializing in social media, online platforms, emails, and calls. The role also includes active participation in demonstration days or trade shows as required.

We are looking for a highly enthusiastic, service-oriented, empathic, and responsive individual who understands the importance of immediacy in the digital context. As part of our team, you will model the professional behaviours expected of a high-performing, dynamic, and engaged environment.

Role Purpose

This role is ideal for someone with a minimum of 2 years' experience in customer service and a genuine passion for delivering outstanding customer experiences. You will be responsible for promoting our products, supporting customers through the warranty process, and handling inbound and outbound calls within the contact center.

Key Objectives

• Deliver exceptional customer service through daily handling of inbound calls, chat, and social media channels.
• Work collaboratively with internal stakeholders.
• Build a thorough understanding of all products to provide advice and troubleshooting.
• Ensure the timely and accurate processing of orders.
• Honor all customer commitments to strengthen trust and satisfaction.

Roles & Responsibilities

Service Excellence

• Maintain a positive external image through effective customer handling.
• Develop knowledge of online servicing requirements distinct from other channels.
• Identify opportunities to drive efficiencies or improvements in online communities.
• Enhance empathic customer servicing techniques in online interactions.
• Strengthen conflict resolution and mediation skills when moderating discussions.
• Communicate emerging consumer feedback within the team.
• Apply continual learning to build product and operational knowledge.
• Monitor, manage, and report on customer reviews across online channels.
• Adhere to all policies, processes, and procedures.
• Ensure timely processing of online orders and warranty claims.

Customer Reputation

• Handle inbound calls, emails, chats, and social media inquiries.
• Manage customer expectations on issue resolution response times.
• Troubleshoot customer issues and provide accurate product information.
• Strive to exceed customer satisfaction and drive positive online reviews.
• Maintain brand-aligned tone of voice in all online interactions.
• Build strong relationships with customers by delivering consistent service excellence.

People & Culture

• Demonstrate passion for making a meaningful impact and align with core values: Forward Thinking, Collaboration, Exceptional Execution.
• Manage stakeholders effectively across all levels.
• Lead by example, role-modeling strong leadership behaviours.
• Develop, implement, and maintain efficient workflows and processes.
• Support onboarding and coaching of team members to ensure adherence to procedures.

Essential Requirements

• Minimum of 2 years' experience in a customer service role.
• Genuine passion for delivering excellent customer experiences.
• Strong interpersonal and communication skills.
• Ability to troubleshoot, mediate, and resolve conflicts effectively.
• Comfortable working across multiple service channels (calls, emails, chat, social media).
• Strong organizational skills with the ability to manage multiple priorities.

ShoreXtra Perks:

• Free barista-style coffee
• Free parking and jeepney services
• Highly engaged team
• Unlimited potential for growth
• Fun and family-oriented working environment
• Bronze level referral bonus

Job Types: Full-time, Permanent

Pay: Php25, Php35,000.00 per month

Benefits:

• Company events
• Free parking
• On-site parking
• Transportation service provided

Experience:

• Customer service: 2 years (Required)
• Multiple service channels: 2 years (Required)

Language:

• English (Required)

Work Location: In person