Customer Service Coordinator

1 hour ago

Taguig, National Capital Region, Philippines Primus@Knowledge Specialists, Inc. Full time ₱400,000 - ₱800,000 per year

1. Customer Service Operations

  • Manage complex cases escalated by the call center, ensuring 100% response and resolution within 1 working day when possible.
  • Gather and relay customer feedback ("Her Voice") to relevant departments to improve processes and overall customer experience.
  • Lead KB maintenance: develop and publish FAQs, link articles to InTouch, update service bot, and propose improvements for first-contact resolution.
  • Design and update quick texts and email templates for agents.
  • Conduct daily QA checks (minimum 1 hour/day) to ensure service compliance and drive continuous improvement.
  • Collaborate with business units on ISF-related projects and support communication needs; join sales/marketing events as required.

2. Backup Call Center Support (1st working day after weekend/holiday + at least 1 day/week)

  • Monitor customer service emails every 30 minutes; handle and record 100% of cases within 1 working day and update CRM within 30 minutes.
  • Handle customer inquiries/complaints through calls, walk-ins, or fax following procedures and KPI recording standards.
  • Process online/manual orders, IBC registrations, and event registrations. Coordinate with IST for system issues and maintain accurate documentation.
  • Process product returns/replacements; report abnormalities and follow timelines for product exchange (10th monthly) and adverse event reports (20th monthly).
  • Manage month-end closing tasks: inquiries, pending orders, appeals, and adjustments; lead pending order resolution when needed.
  • Perform daily IC sampling checks (minimum 25 or higher).
  • Process IBC terminations (with/without repurchase), clearly explaining terms before system processing.

3. Report Preparation

  • Submit shortage reports to 3PL on the 1st and 16th of each month.
  • Submit product exchange reports by the 10th and adverse event reports by the 20th.
  • Prepare monthly DPM, Global Product Info Report, Top 10 Return Categories, PCIP, and Top 5 Quality Issues by the 10th.

4. Other Duties

  • Perform additional tasks assigned by superiors.
B. Sales Force Compliance Roles

1. Sales Compliance Handling (Respond, Review, Plan, Act)

  • Respond to compliance-related inquiries from the Independent Sales Force, internal departments, and third parties. Provide guidance based on agreements for Independent Beauty Consultants, Sales Directors, and National Sales Directors.
  • Review issues such as advertising approvals, retail selling, credit card misuse, identity theft, and general compliance inquiries. Gather and analyze facts, identify applicable policies, and recommend enforcement actions.
  • Consult with Supervisor/Legal before delivering decisions. Respond via email, phone, written communications, and update case records in the compliance database. Escalate complex or high-impact issues.
  • Resolve disputes among IBCs or between IBCs and the company. Assess cooperation levels, track complaints, and recommend terminations when necessary, maintaining professionalism in sensitive situations.
  • Assist Supervisor/Legal in delivering compliance/code of ethics training and internal awareness programs to minimize compliance risks.

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