Customer Care Specialist, Taguig

Potami One Water Enterprise Inc. is a growing multinational beverage manufacturing company specializing in sourcing, processing and bottling artesian drinking water with naturally occurring essential minerals and electrolytes. We are committed to delivering premium products to our customers while maintaining sustainable practices. As we expand, we are looking for a dynamic, customer-focused, and detail-oriented Customer Care Specialist / Office Secretary to join our team and support our leadership in delivering exceptional service and maintaining efficient office operations.

The Customer Care Specialist / Office Secretary plays a vital role in ensuring that the business can navigate through both daily operations and challenging situations, while maintaining effective communication, supporting customers, and ensuring the smooth functioning of the office. This role demands a high level of adaptability, communication, and organizational skills to address customer concerns, manage administrative tasks, and assist in crisis management efforts as needed. The individual in this position will play a key part in mitigating disruptions, providing timely solutions, and ensuring operational efficiency even during challenging times.

Customer Care Specialist Responsibilities:

• Serve as the first point of contact for customer inquiries via phone, email, chat, or in-person.
• Provide timely and accurate information about the situation, expected resolutions, and alternative solutions.
• Maintain clear and transparent communication to manage customer expectations and reduce anxiety.
• Address customer complaints or issues arising with empathy and urgency.
• Assist in managing high volumes of customer calls, emails, and inquiries, ensuring all are addressed promptly.
• Document customer interactions and escalate urgent or unresolved issues to the senior staff.
• Reach out to impacted customers to proactively inform them of the situation, updates, and resolutions.
• Report recurring issues or customer concerns to senior management for further action.

Office Secretary Responsibilities:

• Provide administrative support to admin department and senior leadership.
• Assist in coordinating communications, including internal memos, updates, and customer notifications.
• Handle urgent and high-priority correspondence, including emails, phone calls, and mail, ensuring that responses are clear, concise, and consistent with the company's management protocol.
• Draft communications, including email templates, official statements, and FAQs, to ensure consistency and clarity.
• Keep accurate records of the events, customer feedback, and resolutions to help in future crisis response planning.
• Ensure that the office operates smoothly and work closely with other departments.