Customer Care Associate

I. JOB SUMMARY

The Customer Care Associate is responsible for providing front-line support to customers by responding to inquiries, resolving basic issues, and ensuring a positive customer experience. This role ensures that customers receive timely, accurate, and courteous assistance while maintaining service quality and company standards.

MAJOR ACCOUNTABILITIES

• Customer Support and Inquiry Handling

• Complaint Logging and Basic Issue Resolution

• Customer Records Management

• Service Quality and Protocol Compliance

• Coordination with Internal Teams

• Customer Feedback Collection

• Support to Team and Operations

II. DUTIES AND RESPONSIBILITIES

KEY COMPETENCIES CORE JOB RESPONSIBILITIES

Customer Support and

Inquiry Handling

• Responds promptly to customer questions and requests via phone,

email, chat, or in person.

• Processes online orders.

• Provides product, service, or policy information clearly and accurately.

• Guides customers in using company services or navigating procedures.

Complaint Logging and Basic

Issue Resolution

• Listens to customer concerns, log complaints, and attemptsimmediate

resolution within scope.

• Escalates complex issues to supervisors or other departments when

necessary.

Customer Records Management

• Accurately documents all customer interactions and updates in the

tracking system.

• Maintains up-to-date customer information following Mary Grace

Foods, Inc.'s guidelines.

Service Quality and Protocol

Compliance

• Follows standard operating procedures and scripts when handling

transactions or calls.

• Upholds service quality, communication etiquette, and confidentiality

standards.

Coordination with Internal

Teams

• Communicates with other departments for order updates, service

requests, or issue resolution.

• Ensures timely follow-up with customers on pending concerns.

Customer Feedback

Collection

• Encourages customers to share feedback on their service experience.

• Relays customer suggestions or complaints to supervisor for

evaluation.

Support to Team and

Operations

• Assists in preparing reports, summaries, or updates when needed.

• Participates in team meetings, training sessions, and knowledge

sharing.

Flexibility and Adaptability

• Performs other tasks assigned by the immediate superior to contribute

to achieving departmental goals.

• Continuously seeks opportunities to learn and develop new skills by

adapting to changes and excelling in different situations.

• Adjusts plans and priorities to accommodate changes and unexpected

situations.

Communicating with

Integrity and Respect

• Role models and upholds Mary Grace Foods' vision, mission, values and

customer service model consistently.

• Builds trust, fosters positive relationships, and maintains a healthy

work environment by striving to provide accurate information,

demonstrating empathy, understanding, and taking responsibility for

words and actions.

III. QUALIFICATIONS

Education
• Graduate of Bachelor's degree in Business Administration,

Communications, Marketing, or any related course.

Work Experience
• At least six (6) months work experience in a customer service or

support role.

Core Competencies

• Good oral and written communication skills

• Proficiency in Microsoft Office tools and ticketing systems.

• Good time-management skills with the ability to handle various

tasks simultaneously

• Ability to remain calm and empathetic under pressure

• Detail-oriented, customer-focused, and can work well in a team

environment

IV. WORKING CONDITIONS

Work Schedule

Requirements

• Full Time and On-Site (primarily office-based)

• Working Day: six (6) days a week, shifting schedule

• Lunch Break: one (1) hour / working day

• Required to work during holidays and weekends

Work Contact Requirements

• Frequent coordination with peers, cross-functional departments,

external customers and immediate superior/s

Physical Requirements

• Frequent use of computer and/or laptop for extended periods,

including typing, using a mouse, and viewing a computer screen for

prolonged periods.

• With normal or corrected vision to read documents, computer

screens, and other written materials.

• With normal or corrected hearing to communicate effectively with

colleagues, clients, and other stakeholders.

• Manages stress effectively in a fast-paced work environment,

including maintaining composure under pressure and meeting

deadlines.