JOB SUMMARYThe EQ Customer Experience Advocates are the clients primary point of contact. They manage incoming calls and customer service inquiries, generate sales leads that develop into new customers, and identify and assess customer needs to achieve superior customer satisfaction each time, all the time.
The CX Advocates act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that the customer (accounts) might have. The CX Advocates should be able to determine at the moment of truth (the moment of contact with the customer) if the issue can be handled at that particular moment or if it needs to be escalated. Consequently, CX Advocates should be able to identify the root issue and endorse the same to the right party, and ensure resolution at that level.
The EQ CX Advocates are genuinely excited to help their customers. They are patient, empathetic, and passionately communicative. Other qualities include enjoying substantial and transaction-related conversations and understands the value of good communication skills.
EQ CX Advocates are expected to put themselves in their customers shoes and advocate for them when necessary. Customer feedback is priceless, and an EQ CX Advocate can confidently gather that for the company using a proficient and efficient tool that is not intrusive nor pushy. The CX Advocates are natural problem-solvers and are confident in troubleshooting and are investigative, in cases they do not have enough information to resolve any issue at hand.
Confidently manages inquiries through different sources email, phone calls, mobile messaging tools, or even walk-ins.
- Efficient and accurate order-taking, processing, fulfillment, and at times follow through.
Able to provide correct and up-to-date information regarding any product, service, customer data (pertaining to the same customer), and other company activities or corporate updates.- Able to identify and assess customers needs to achieve superior customer satisfaction.
Conducts customer survey that will help determine the customer satisfaction rating such as but not limited to NPS Net Promoter Score), CES (Customer Effort Score), and overall customer satisfaction.
- Maintains customer database cleanliness with the help of the Sales Teams as the main source of customer data. The CX Advocate ensures that the integrity of the customer database is always intact, updated, and active.
Handles customer complaints, provides appropriate solutions and alternatives within the expected turn-around time, follows through to ensure resolution.- Builds sustainable relationships and trust with customer accounts through open, interactive and structured communication. By doing so, the CX Advocate promotes customer retention, loyalty, and customer lifetime value.
Able to perform and augment selling tasks (through outbound and inbound calls or other forms of customer communications) to contribute in the overall company periodic sales target.
- Contributes in meeting and exceeding personal/customer service team sales targets and KPIs.
Assists the Sales Team with urgent onsite needs when the Sales Teams are offsite or with a client. This may include standard contract preparation, assistance in client-related document requirements, price lists, initial inquiries, basic quotations, and other sales activities that can only be accomplished in the office.- Performs offsite duties (medium to large-scale events) related to inventory management and order-taking during mid to major company events.
Performs additional duties when needed.
- Acts as the main PIC (person-in-charge) in setting up trade shows in the locality or perhaps region (i.e., Mindanao). This includes coordinating with the head office marketing team all the event details and needs, daily manning and monitoring of event activities, entertaining and processing leads, and successfully close the event with a report summary set between the Head Office and the local branch.
Reports to the Branch Head/ Lead for the daily operations requirements.- Works with the local warehouse/ SCM team to ensure there is a sufficient level of inventory set by the company per branch.
Observes, monitors, and reports any branch activity that disrupts branch operations, company objectives and ethics, or any activity that encourages a delightful customer experience.
_ATTITUDE / ATTRIBUTES_
- Keeps a collected composure all the time, especially when facing negative customer experience.
Keeps an objective point of view of every situation so that the next action steps are geared toward resolution of that particular situation and possibly, a process.- Maintains a positive attitude and is able to infect those around him/her with it.
Maintains a highly professional demeanor at all times amongst colleagues and superiors, subordinates, most especially customers.
_QUALIFICATIONS_
- College graduate or at least 2 years in college.
Preferably 2+ years work experience in a similar position.- Proficient knowledge of customer service, and standard office practices and procedures.
Proficient computer skills especially in Google docs applications, MS Office applications, or similar tools.
- Effective communication skills, both written and verbal.
Strong people skills.- Excellent phone and business correspondence etiquette.
Outstanding organizational skills.
- Available to work shifts.
Job Type: Full-time
Benefits:
Health insurance Promotion to permanent employee
Schedule:
Education:
Experience:
- Customer Service Representative: 1 year (Preferred)
Language:
* English (Preferred)
