Customer Service Officer

19 hours ago

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

As a key member of our customer service department, you will play a vital role in ensuring the highest level of satisfaction for our valued pet owners who are part of the client's program. This role involves effective communication, problem-solving skills, a genuine passion for pets' well-being, and a strong focus on customer retention.

Key Accountabilities/Responsibilities

The responsibilities include the following:
  • Respond to all customer enquiries received via phone, chat, email, and helpdesk in a timely manner.
  • Aim for one touch customer service experience.
  • Handle client dispute and complaints upholding the values of the company, terms, and conditions of the membership.
  • Seek assistance and guidance when required to resolve a customer enquiry or complaint and escalate as necessary.
  • Process membership updates as required such as updating banking details, payment dates, payment frequencies and cancellations.
  • Implement client retention strategies to ensure long-term satisfaction and loyalty among the client's members.
  • Record all communication and actions performed accurately and thoroughly.
  • Perform daily membership administration tasks as assigned to you and achieve set KPI's as outlined by your team leader.
  • Develop an in-depth technical knowledge of operating systems and ensure accurate billing, storage of relevant customer information and effective system problem solving.
  • Develop and maintain a strong relationship with clinic team members.
  • Develop and maintain a relationship with support office team members.
  • Contribute and engage in team meetings and training.
Technical Duties
  • Cultivate an extensive technical understanding of operating systems, ensuring accurate billing, organized customer data, and effective problem-solving within the system.
Relationship Building
  • Foster and nurture relationships with clinic and support office teams.
  • Actively engage in team meetings and training sessions
Communication & Teamwork
  • Align with Management and Board of Directors viewpoints, fostering transparent communication with co-workers, clients, clinics, and external contacts.
  • Display professionalism in all interactions, adapting communication style to various situations.
  • Participate actively in team meetings, showcasing initiative and commitment to Group policies and procedures.
Time Management
  • Exhibit proficiency in planning, prioritizing, and organizing daily work schedules.
  • Delegate tasks when necessary and collaborate with co-workers to ensure the completion of daily work routines
Problem Solving
  • Demonstrate strategic planning and prioritization skills to navigate daily work schedules.
  • Provide support to co-workers and assume additional responsibilities as needed to uphold company policies.
Self-Development
  • Exhibit eagerness to enhance and apply professional and personal skills, including product knowledge, computer proficiency, presentation skills, conflict management, and customer retention strategies.
Personal Presentation
  • Adhere to company guidelines for personal presentation during various events, such as practice visits, conferences, product launches, meetings, and more.
Qualifications and Experience Required
  • Previous customer service experience, preferably in a call centre or similar environment
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities with a solution-oriented mindset.
  • Empathy and patience when dealing with concerns and inquiries.
  • Proficiency in using customer relationship management (CRM) software and basic computer applications. Zendesk is a bonus
  • Financial acumen.
  • Prior experience in customer retention.
  • Ability to multitask, prioritize, and work effectively in a fast-paced environment.
  • Strong attention to detail and numerical aptitude.
  • Collaborative team player.
  • Pet lover is a plus
Role type Customer Service Role Customer Support Representative Locations Robinsons Cyberscape Gamma, Ortigas Center, Pasig City Work Schedule Monday to Friday (Shifting from 6:00 AM to 7:00 PM Manila Time) Shifting Schedule? true Shifts with Daylight Savings? true

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