Customer Engagement Specialist

2 weeks ago

Makati City, National Capital Region, Philippines Synagie Inc. Full time ₱80,000 - ₱120,000 per year

Company Description

About Synagie

Synagie is an eCommerce company that provides end-to-end commerce enablement solutions to businesses selling online and offline. Our mission is to simplify commerce and make it easier for brands and businesses to sell online. Established in 2014, our clients include some of the world's leading MNCs in the consumer goods sector and SMBs who are looking to simplify the complex commerce process.

Job Description

As a Customer Engagement Specialist, you will serve as the primary relationship manager for the brand's online store/s. Your core mission is to create a delightful consumer environment, driving loyalty and repeat purchases by ensuring every interaction is positive and seamless.

Equipped with enthusiasm and product expertise, you will guide consumers through the entire sales journey, from initial product inquiry to post-purchase feedback.

Key Responsibilities

Specifically, you will:

  • Handle Customer Queries: Professionally and effectively manage all customer communications (questions, complaints, requests, and feedback) across all eCommerce platforms, including chat, reviews, email, calls, and social media comments.
  • AI Tools/App Management: Adaptation of AI tools for all customer communications and ticketing systems. Systematically diagnose and report related to AI tool functionality, data input/output errors, system integration, and general user interface challenges. Share feedback related to AI replies, FAQ/Knowledge base for consistency and alignment of the brand voice.
  • Coordinate Resolution: Successfully liaise with internal teams and external partners to ensure timely, efficient, and effective resolution for every customer query.
  • Develop Solutions: Strategically formulate clear, comprehensive, and appropriate resolutions that are both effective for the customer and efficient for the business.
  • Cultivate Conversion and Loyalty: Establish and strengthen customer relationships through proactive pre-sales support, conversion initiatives, and courteous post-sales follow-ups.
  • Drive Improvement: Participate in continuous learning programs and training sessions to stay current on the latest industry trends and customer service best practices.
  • Support Operations: Perform other duties as assigned by management to support business goals.

Qualifications

Synagie believes you will thrive in this role if you possess a strong alignment with our values and the following qualifications:

  • Passion: You are deeply passionate about customer experience, innovation, and the beauty, fashion, and eCommerce industries.
  • Communication: You possess excellent communication skills and mastery of the English or Bahasa Indonesia language.
  • Experience: You have relevant experience in a consumer management environment (e.g., customer service, hospitality, retail, etc.).
  • Education: You hold a bachelor's degree in any field.
  • We welcome candidates who have completed at least two years of college and have three years of proven experience in any relevant customer-facing field.

Additional Information

Work Setup: Hybrid

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