Customer Relations Associate
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- Manage the timely and accurate fulfillment of Clinical and Technical orders in SAP and Salesforce.
- Process and monitor dealer data, stock statements, consignments, and other customer-related data uploads.
- Maintain accurate territory and account information and monitor upload status.
- Handle complex customer requests, escalations, and issues requiring specialized knowledge or approvals.
- Build and maintain strong knowledge of Ivoclar products, services, policies, and procedures.
- Work closely with Sales, Logistics, Customer Service, and other stakeholders to resolve order discrepancies and customer concerns.
- Monitor customer requests and follow up proactively to ensure timely and complete resolution.
- Analyze customer issues, gather relevant information, identify root causes, and recommend practical solutions.
- Demonstrate empathy and customer-focused communication when handling concerns and escalations.
- Identify opportunities to streamline processes, improve efficiency, and enhance service quality.
- Analyze customer feedback and call recordings to identify trends, risks, and improvement opportunities.
- Prepare and share reports and insights with leadership and relevant teams to support decision-making.
- Collaborate with Operations, Training, and Quality Assurance teams to support consistent service delivery.
- Recommend training and development opportunities and contribute to training materials and knowledge-sharing initiatives.
Your Profile
- Bachelor’s degree in Business, Marketing, Communications, or a related field, with at least 2 years of experience in BPO, Customer Service, CRM, Order Management, or a similar environment.
- Experience in a client-facing role within a BPO, shared services, or high-volume customer service environment.
- Hands-on experience with CRM or order management systems, preferably Salesforce and/or SAP.
- Experience handling customer escalations, complex requests, and order-related concerns, with a strong focus on customer satisfaction.
- Good understanding of SLAs, KPIs, customer service metrics, and process performance.
- Strong analytical and problem-solving skills, with the ability to identify root causes, interpret data, and develop practical solutions.
- Excellent communication, active listening, presentation, and professional writing skills, with strong attention to detail and accuracy.
- Highly organized and able to prioritize multiple tasks and meet deadlines in a fast-paced environment.
- Experience with data analysis, reporting, process improvement, or training/coaching support is an advantage. Pay: Php25,000.00
- Php30,000.00 per month
Benefits:
- On-site parking Application Question(s):
- What is your expected salary?
- Do you have any experience in customer relations specializing in order management?
- Where are you currently residing?
- Are you willing to be employed under a fixed-term contract?
- How certain are you that you can undergo on a fixed-term contract? (Please rate from 1-10) Work
Location:
Hybrid remote in Santa Rosa City 4026 04A
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