Customer Care Officer

Ortigas Center, Pasig City
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.

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