Customer Service Officer

5 days ago


Pasig, National Capital Region, Philippines Satellite Office Full time

Key Accountabilities:

  1. Email Management:

    • Receive and manage enquiries.

  2. Phone Support:

    • Handle incoming phone enquiries.

  3. Claims Processing:

    • Review/verify credit and return requests (email).

    • Process credit notes once conditions are satisfied.

  4. E-Commerce Orders (Shopify):

    • Monitor for issues, cancel fraudulent orders.

    • Follow up on ETAs, handle replacements/exchanges/refunds.

  5. Order Types Processed:

    • Boot stock, samples, replacements, POS, testing accounts.

    • Export orders, DM orders, DN orders.

  6. Complaint Handling:

    • Triage phone/email enquiries.

    • Complete complaints template, log in IBS, run reports, escalate to Quality Team.

    • Email consumers with actions/requests.

  7. Returns Management:

    • Arrange free return postage (refund/replacement).

    • Bulk returns: Enter partial credit in IBS/BPR, schedule courier pickups.

    • Coordinate with warehouse to finalize refunds/replacements.

  8. Claims Management:

    • Returned delivery (consumer), expired stock, e-commerce fraud.

    • Withdrawn/recalled products, faulty products, major complaints.

Key Skills & Competencies:

  • Clear/professional communication (phone/email).

  • Customer-centric mindset.

  • Issue resolution and problem-solving.

  • Multitasking and time management.

  • Excel, Outlook, and Avaya experience.

KPIs:

  • Response Time.

  • Resolution Time.

  • Customer Satisfaction.



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