Position Title: Customer Care Specialist (Agent) – Onsite
Department: Customer Care / Customer Service
Work Hours / Shift: Shifting schedule; willing to work on holidays and weekends
Location: Alabang, Muntinlupa
Reporting to: Customer Care Team Lead
Job Summary:
The Customer Care Specialist (Agent) is responsible for delivering timely, professional, and customer-focused support across multiple channels, including Email, Zendesk, Chat, and Phone calls. The role handles customer inquiries, order concerns, returns, exchanges, and product-related concerns while ensuring a positive customer experience and high service standards.
This role also supports customer retention and revenue growth by identifying appropriate upselling, cross-selling, and customer winback opportunities during customer interactions. The Customer Care Specialist will also assist in the smooth implementation and communication of Gifts with Purchase (GWP) promotions and other customer-facing initiatives. The role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced e-commerce and customer service environment.
Key Result Areas (KRAs):
Customer Support and Issue Resolution:
Key Responsibilities:
- Respond to customer inquiries promptly and professionally through Email, Zendesk, Chat, and Phone calls.
- Assist customers with product inquiries, order tracking, delivery concerns, returns, exchanges, and general after-sales support.
- Resolve customer issues accurately and efficiently while maintaining a positive customer experience.
- Escalate complex or unresolved cases to the appropriate team or supervisor in a timely manner.
- Maintain accurate records of customer interactions, concerns, and resolutions in the system.
- Ensure all customer concerns are handled in line with service standards, company policies, and agreed response timelines.
Customer Satisfaction and Service Excellence:
Key Responsibilities:
- Deliver a high level of customer satisfaction through empathy, professionalism, and clear communication.
- Handle customer complaints in a calm, respectful, and solution-oriented manner.
- Build positive customer relationships by providing helpful, consistent, and reliable support.
- Contribute to customer retention by ensuring a seamless and pleasant service experience across all touchpoints.
- Support continuous improvement in service quality by identifying recurring issues and sharing feedback with the team.
Sales Support, Upselling, and Customer Retention:
Key Responsibilities:
- Identify opportunities for upselling and cross-selling during customer interactions when relevant and appropriate.
- Recommend suitable products, bundles, or promotions that enhance customer value and support sales growth.
- Support customer winback efforts by helping re-engage inactive or lapsed customers through service interactions and follow-up communication.
- Assist in promoting loyalty and long-term customer engagement through positive service experiences and relevant product recommendations.
Promotion and Operational Support:
Key Responsibilities:
- Assist in communicating Gifts with Purchase (GWP) promotions and other sales initiatives clearly to customers.
- Address customer questions and concerns related to GWP eligibility, fulfillment, and redemption.
- Coordinate with internal teams when necessary to resolve customer concerns related to orders, promotions, and fulfillment issues.
- Support the team in maintaining efficient customer service workflows and accurate information sharing.
- Follow established customer care processes, policies, and documentation standards consistently.
Ad Hoc and Team Support:
Key Responsibilities:
- Support other customer care or operational tasks as assigned by the immediate supervisor.
- Participate in team meetings, coaching sessions, and training programs.
- Assist with process improvement initiatives and other customer service projects when needed.
- Contribute positively to team collaboration and overall department goals.
Qualifications:
- Bachelor’s degree in any relevant field is preferred but not required.
- Proven experience in a customer service, customer care, or customer support role.
- Experience in handling customer concerns across multiple support channels such as Email, Chat, Zendesk, and Phone is preferred.
- Experience in handling e-commerce platforms or Shopify is a plus.
- Background in an e-commerce, retail, or consumer products environment is an advantage.
Knowledge, Skills, and Abilities:
- Strong written and verbal communication skills.
- Good customer handling and problem-solving skills.
- Ability to manage customer concerns with empathy, professionalism, and patience.
- Ability to work efficiently in a fast-paced and high-volume environment.
- Strong organizational skills and attention to detail.
- Ability to manage multiple tasks and channels at the same time.
- Good understanding of customer service principles and service recovery practices.
- Ability to identify sales opportunities through upselling and cross-selling during customer interactions.
- Comfortable using customer support platforms, phone systems, and order management tools.
- Willingness to work on a shifting schedule, including holidays and weekends.
Success Measures / Performance Indicators:
- Response time and resolution time for customer inquiries
- Customer satisfaction scores and service quality feedback
- Accuracy and completeness of case documentation
- Volume of inquiries handled across channels
- Quality of issue resolution and escalation handling
- Contribution to upselling, cross-selling, and retention efforts
- Adherence to schedule, attendance, and productivity expectations