Customer Support Consultant

1 week ago

Robinsons Cyberscape Gamma by RL Commercial REIT Inc RCR Pasig Ortigas Center Pasig City Philippines Satellite Office Full time ₱250,000 - ₱500,000 per year


A proactive and customer-focused professional responsible for driving successful order finalisation and on-time delivery through outbound communication across the client's Customer Communication Journey.

This role focuses on contacting customers at key stages of the post-sale lifecycle to secure full payment, confirm delivery, and ensure every order is fulfilled on time and in full. The Specialist combines empathy, com

mercial awareness, and clear communication to support customers while protecting company revenue.

Working within Salesforce and AI-enabled tools, this role requires accuracy, accountability, and consistent execution across phone, SMS, and email channels. Consultants are expected to leverage AI assistants for productivity, call preparation, and documentation efficiency.

Core Responsibilities

Customer Communication & Order Finalisation

  • Execute all outbound communication according to the client's Customer Communication Journey, including payment reminders, delivery confirmations, and storage notifications
  • Manage customer conversations with professionalism and clarity to finalise orders as paid in full prior to delivery
  • Use AI tools with Salesforce to streamline contact preparation, generate call summaries, and enhance follow-up accuracy
  • Proactively educate customers on payment timelines, delivery readiness, and implications of delay (e.g., storage fees, cancellation, deposit forfeiture)
  • Accurately record all contact outcomes, customer intent, and follow-ups within Salesforce CRM and Order Management Systems

Revenue Protection & Risk Mitigation

  • Achieve weekly conversion targets by securing customer payments within agreed timeframes
  • Identify high-risk orders (e.g., multiple missed contacts, overdue balances) and escalate appropriately to Team Leaders or Finance
  • Ensure adherence to key policies, including pre-payment before storage and cancellation terms

Collaboration & Workflow Management

  • Work closely with Dispatch, Order Processing, and Showrooms to align payment status with delivery readiness
  • Support seamless hand-offs by maintaining accurate CRM notes and ensuring customer communication is consistent across all channels
  • Partner with internal teams to troubleshoot payment issues and prevent order delays

Process Integrity & Improvement

  • Provide feedback on recurring customer barriers or communication gaps impacting conversion
  • Contribute to ongoing refinement of scripts, tone, and journey timing to improve efficiency and NPS outcomes
  • Maintain awareness of product lead times, delivery schedules, and payment methods to guide customer conversations effectively
Capabilities
  • Proven experience in outbound customer service, collections, or sales support environments
  • Strong phone communication and negotiation skills with confidence in handling objections
  • Familiarity with Salesforce or other digital CRM platforms for contact and case management
  • Attention to detail in documenting calls and follow-up actions
  • Commercial awareness and ability to link customer outcomes to business impact
  • Organised and adaptable in a fast-paced environment
Key Success Metrics

Order & Payment Conversion

  • % of orders finalised and paid prior to delivery
  • First-call payment conversion rate (~27–30% benchmark)
  • Reduction in storage commencements and cancellations

Customer Experience

  • CSAT / NPS feedback on outbound interactions
  • Consistency of communication tone and accuracy

Operational Accuracy

  • CRM compliance (notes, call outcomes, follow-ups)
  • Adherence to outbound schedule and service levels

Efficiency & Impact

  • Volume of successful contact attempts per week
  • Reduction in inbound failure demand related to payment or delivery queries

  • Customer Support Consultant

    7 days ago

    Robinsons Cyberscape Gamma by RL Commercial REIT, Inc. (RCR) Pasig, Ortigas Center, Pasig City, Philippines Satellite Office Full time ₱150,000 - ₱250,000 per year

    CORE RESPONSIBILITIES Deliver professional and empathetic customer support Answer customer enquiries within a timely and accurate manner Understand client's needs, build rapport, and foster a positive customer relationship Communicating issues to various departments Create and manage customer orders, service call outs and warranty claims Inform and...

  • Customer Care Representative

    7 days ago

    Robinsons Cyberscape Gamma by RL Commercial REIT, Inc. (RCR) Pasig, Ortigas Center, Pasig City, Philippines Satellite Office Full time ₱5,760,000 - ₱6,632,000 per year

    About Us: We're a fast-growing startup transforming the car buying experience. Our platform connects car buyers with the right vehicles through a seamless, tech-enabled journey. We're looking for a compassionate, detail-oriented Customer Care Representative who thrives on helping people and delivering exceptional service.What You'll Do:Serve as the first...

  • Senior Customer Service Member

    1 week ago

    Robinsons Cyberscape Gamma by RL Commercial REIT, Inc. (RCR) Pasig, Ortigas Center, Pasig City, Philippines Satellite Office Full time ₱1,500,000 - ₱3,000,000 per year

    Position SummaryLead 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 ResponsibilitiesLeadership & Team ManagementManage daily operations across Customer...

  • Customer Service Officer

    24 hours ago

    Robinsons Cyberscape Gamma by RL Commercial REIT, Inc. (RCR) Pasig, Ortigas Center, Pasig City, Philippines Satellite Office Full time

    Key Accountabilities:Email Management:Receive and manage high level of customer enquiries.Phone Support:Handle high volume incoming phone enquiries.Claims Processing:Review/verify credit and return requests (email).Process credit notes once conditions are satisfied.E-Commerce Orders (Shopify):Monitor for issues, cancel fraudulent orders.Follow up on ETAs,...

  • Logistics Administrator

    7 days ago

    Robinsons Cyberscape Gamma by RL Commercial REIT, Inc. (RCR) Pasig, Ortigas Center, Pasig City, Philippines Satellite Office Full time ₱320,000 - ₱480,000 per year

    Founded in 2019 by four design and retail experts, the company is an online-first furniture company offering a thoughtfully designed, curated collection that's made for real life. We're a young company with big plans so we're looking for talented and driven individuals to grow with usThe mission of the Logistics Department is to ensure fast, reliable and...

  • Digital Operations Coordinator

    7 days ago

    Robinsons Cyberscape Gamma by RL Commercial REIT, Inc. (RCR) Pasig, Ortigas Center, Pasig City, Philippines Satellite Office Full time ₱350,000 - ₱600,000 per year

    As our Digital Operations Coordinator, you'll play a pivotal role in supporting the Digital Manager by ensuring seamless execution across our website, marketplace operations, product fulfilment, and digital initiatives.This is a dynamic, hands-on role ideal for someone who is highly organised, data-driven, and thrives in a fast-paced environment.THE...

  • Accounts Payable Coordinator

    24 hours ago

    Robinsons Cyberscape Gamma by RL Commercial REIT, Inc. (RCR) Pasig, Ortigas Center, Pasig City, Philippines Satellite Office Full time

    ABOUT US: Design made simple for the modern home. Our passion lies in furniture and design, and it is the fuel that drives our business. We are a family-run company and aim to maintain this as we continue to rapidly grow. We're entrepreneurial. We challenge the status quo, aren't afraid to try new ideas, and we leverage our agile structure to make smart...

  • Marketing Coordinator

    1 week ago

    Robinsons Cyberscape Gamma by RL Commercial REIT, Inc. (RCR) Pasig, Ortigas Center, Pasig City, Philippines Satellite Office Full time ₱15,000 - ₱30,000 per year

    Primary Purpose of the RoleThe Marketing Coordinator is responsible for:Supporting and executing marketing campaigns that drive sales, engagement, and consistent brand presentation across all channels.Key Result Areas and Responsibilities A. Marketing PlanningAssist in developing and executing seasonal and campaign marketing plans aligned with business...

  • Digital Learning Administrator

    7 days ago

    Robinsons Cyberscape Gamma by RL Commercial REIT, Inc. (RCR) Pasig, Ortigas Center, Pasig City, Philippines Satellite Office Full time ₱300,000 - ₱500,000 per year

    This is a pivotal role that will coordinate, administrate and advocate the digital eLearning  environment, particularly our LMS, within the company and other associated businesses.Work with the Learning and Development team to provide end-to-end administration and support of the LMS and L&D platforms.Key Accountabilities/Responsibilities: • Manage,...

  • E-commerce Sales Manager

    7 days ago

    Robinsons Cyberscape Gamma by RL Commercial REIT, Inc. (RCR) Pasig, Ortigas Center, Pasig City, Philippines Satellite Office Full time $60,000 - $120,000 per year

    About the RoleThe client is seeking a highly motivated and analytical eCommerce Sales Managerto take ownership of product category performance across key online marketplaces. This role is an individual contributor position designed to support growth initiatives in promotions, category management, advertising, and overall sales performance.The successful...