Customer Care Officer

Pasig City, Metro Manila
Permanent
Full-time

1 day ago

PRIMARY RESPONSIBILITIES & DUTIESThe purpose of the Customer Care Officer is to work within a defined framework to drive incremental sales of convenience meals to customers.The role is required to deliver a high quality, efficient, and empathetic service to facilitate best practice in assisted online ordering whilst having a broad understanding of the core customer profile ie. customers with a disability, their carer’s and people >65 years.The role is comprised of primary and secondary objectives:Primary Objective – Customer sales

Receive inbound & conduct outbound calls to current and newly onboarded customers
Improve value per order through upselling of meals
Complete sales tasks correctly within approved business systems
Resolve customer issues at point of contact with a high level of empathy, within delegation.

Secondary Objective – Complimentary administrative tasks

Communication with external and internal stakeholders to assist the facilitation of onboarding and continuity of services
Instigate general enquiries, feedback and QA workflows into upline delegations.

Key ResponsibilitiesInbound Telephone Calls/Emails:

Respond to in bound calls relating to a range of enquires (orders, deliveries, new customer set up, change order, general enquiries & complaints)
Utilise software to create, change, update or validate relevant information for customers enquiry and orders and maintain customer records
Resolve enquiries efficiently and empathetically within delegation and refer on and escalate efficiently.

Outbound Telephone Calls/Emails:

Facilitate outbound communications to customers / clients & providers
Update, upsell, renew orders or assist with funded plans
Facilitate a variety of administrative tasks to third parties relating to schedule of services
Liaise with external stakeholders on the status of a customer’s service.

Customer Order Processing:

Utilise available business systems to create, change, update or validate relevant information for customer orders & enquiries
Facilitate administrative tasks to maintain services including quote generation and delegation of service agreement and documentation requests into centralised processes
Maintaining high quality, accurate customer data, including data entry of customers relevant details and customer updates in a web stack environment.

Qualifications, Knowledge and Experience

Experience handling outbound calls.
Preferably with upselling experience.
Proven experience multi-tasking within online and software environments.
Demonstrated experience in working to business strategies and revenue targets within a team environment.
Strong aptitude for online platform and software environments
Articulate and clear communicator (verbal & written)
Excellent multi-tasking skills
Calm, self-aware with a strong EQ
Strong problem-solving skills
Good attention to detail, accuracy, and time management
Compassion, empathy & desire to facilitate assistance to vulnerable populations
High level of interpersonal and communication skills
Ability to thrive in a fast-paced environment
A hands-on approach with determination to make things happen.

Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.Why You'll Love Working Here:🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.

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