Customer Service Associate

Job Purpose

As a Customer Service Associate (CSA), you will play a vital role in managing order processing and addressing customer inquiries. Your efforts will ensure smooth communication across departments and enhance overall client satisfaction through our ERP system.

Main Responsibilities

Sales Order Processing: Efficiently create and manage sales orders (via voice/electronic) in line with policies and operational capacities to optimize order fulfillment

Customer Complaint Handling: Log, follow up, and resolve customer complaints in accordance with defined Service Level Agreements (SLAs), ensuring meticulous attention to detail.

Customer Relationship Management: Maintain effective customer management by adhering to established parameters to foster strong relationships and satisfaction.

Inquiry Coordination: Coordinate and execute all inquiries and requests within set service levels to exceed customer expectations.

Client Communication: Regularly inform and update clients on available customer contact tools to streamline their order processes.

Continuous Improvement: Identify areas for improvement in daily operations and actively contribute to continuous enhancement initiatives.

Requirements

1. Bachelor's degree required. Preferably in Business Administration or related courses.
2. Must have 2-4 years of experience Customer Service, order processing, or back-office support.
3. Strong written and verbal communication skills in English and Filipino; proficiency in Bisaya is a plus
4. Proficient in Microsoft Office applications.
5. Willingness to work weekends as part of a rotating schedule.
6. Flexibility to adapt to changes in remote work policies, currently allowing up to 1 day per week.