Senior Customer Service Member

23 hours ago

Pasig, National Capital Region, Philippines Satellite Office Full time ₱250,000 - ₱500,000 per year
Position Summary

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.

Key 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.
Skills & Competencies
  • 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.
Role type Customer Service Role Others Locations Robinsons Cyberscape Gamma, Ortigas Center, Pasig City Work Schedule 5:00AM to 2:00PM Manila (9:00AM to 5:00PM NZ / 7:00AM to 4:00PM AEST) Shifting Schedule? false Shifts with Daylight Savings? false

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