Customer Care Representative, Pasig

Job Title: Customer Care Representative

Job Summary:

Provide exceptional customer service, resolving inquiries, and addressing concerns via phone, email, chat, or in-person. Ensure customer satisfaction, loyalty, and retention.

Key Responsibilities:

Customer Interaction:

1. Respond to customer inquiries promptly and professionally.
2. Resolve issues efficiently, escalating complex problems to supervisors.
3. Provide accurate product/service information.
4. Offer personalized solutions, recommendations, and alternatives.

Communication:

1. Maintain clear, concise, and friendly communication.
2. Active listening, empathy, and conflict resolution.
3. Clarify customer concerns, asking relevant questions.

Problem-Solving:

1. Troubleshoot and resolve customer complaints.
2. Collaborate with internal teams (e.g., sales, technical) for resolution.
3. Propose solutions, implementing corrective actions.

Documentation:

1. Accurately log customer interactions in CRM/database.
2. Update customer records, ensuring data integrity.
3. Maintain records of resolutions, feedback, and suggestions.

Quality Assurance:

1. Adhere to quality standards, procedures, and policies.
2. Participate in quality improvement initiatives.
3. Identify areas for process enhancements.