Responsible for supervising Customer Service Department and act as liaison between customers and the management in assisting and resolving product complaints, questions, service queries and other concerns relating to products and services.
• Directly supervise customer service representative.
• Resolves customer complaints via phone, e-mail or mail.
• Uses telephone to reach out to customers and verify customer information.
• Answers questions about warranties or terms of sale.
• Recommends solutions when a product malfunctions.
• Contact Authorized Service Center/ Technician for the service result.
• Handles product recalls/replacement.
• Attempts to persuade customers to reconsider cancellation.
• Informs customer of deals and promotions.
• Works with a customer service representative, Authorized Service Center, Service (Technical) Department to ensure proper customer service is being delivered.
• Compiles reports on overall customer satisfaction.
• Prepares and submits monthly service call reports.
• Maintains customer service data bank.
• Bachelor's Degree in Sales and Marketing or Business Management or its equivalent
• Required skill(s): customer service, problem solving, market knowledge, documentation skills, resolving conflict, analyzing information
• Must have good business acumen
• Must have at least 2- 3 year(s) of relevant working experience in handling customer service
• Demonstrate ability to prioritize and handle multiple tasks and work with sense of urgency
• With sound leadership qualities
• Can withstand pressure and willing to work long hours
• Good communication skills, both in verbal and written forms
• Strong analytical and decision making skills
• Applicants must be willing to work in Chino Roces, Makati City