Customer Service Representative

Smartsourcing

Cebu City, Cebu
₱28,000 per month
Permanent
Full-time

13 days ago
Apply easily

Hi! We’re Smartsourcing, looking for a Customer Service Representative who can work with us full-time and on-site!Earn up to P28,000!Where?📍 Crown 7 Business Centre, Pope John Paul II Ave, Cebu City, CebuAs a Customer Service Representative,Your role will focus on the delivery and support of all delegated customer interactions and communications for our client’s establishments. The role acts as a support to the Customer Service and Loyalty Administrator and Head of Customer Experience.Some of the things we expect you to do are to:

Read every customer review posted to Google Business, Trip Advisor, The Fork, Facebook UberEats and any other assigned public site; determine which are positive or negative
Respond to customer reviews with the appropriate response template, ensuring appropriate personalisation for the location, task ticket code and issue/theme
Log negative customer reviews as a new task in Asana
Regular scanning of inbox for new messages; forward messages to relevant department/staff member/s
Respond to all emails in the Shared Inbox within 24 hours
Respond to all general customer enquiries with the required information, assist with any troubleshooting and connect with relevant team members and/or restaurant/venue
Respond to customer complaints with appropriate response templates, ensuring appropriate personalisation for the location and issue/theme
Log customer complaints as a new task in Asana
Log every Detractor/Negative NPS submission in Asana under the corresponding brand and location; assign a task to the appropriate location; enter the due date; Tag with relevant complaint type/s; New Task Logs via Asana; Log every complaint in Asana under the corresponding brand and location; Assign the task to the appropriate location; Enter the due date; Tag with relevant complaint type/s
Assign tasks to the corresponding brand and location; Communicate updates to tasks as they happen; Ensure the task is escalated to the appropriate staff member/s based on the required period that lapses
Connect various departments and team members to relevant issues/themes
Resolve customer issues efficiently whilst adhering to brand communication standards and correct tone of voice
Review the resolution provided by restaurant/venue teams and confirm if adequately resolved
Issue any digital gift cards required as part of the resolution
Update the task in Asana with relevant tags and close
Ad hoc requests for digital gift cards such as issuing digital gift cards for complaints; Cancelingl/editing existing gift cards in relevant platforms
Weekly and monthly reporting; Data capture and transfer to relevant report document
Menu updates and minor location changes are required for eCommerce sites including OrderUp and 3rd party delivery sites (UberEats, etc.)
Social media community management (responding to comments and messages on Instagram and Facebook via Sprout Social)
Loyalty member enquiries requiring access to POS and other SHG platforms

RequirementsWe would need you to be or have the following:

High-level English communication skills: Written and oral
High-level attention to detail
Demonstrated experience in customer relations and communication, including conflict management
Be able to demonstrate a natural understanding of customer behaviour and the importance of customer interactions
Demonstrated emotional intelligence and empathy
Ability to build strong relationships remotely with constant communication
Ability to think laterally and proac&vely problem solve
Able to work autonomously and priori&se workload accordingly

It would be awesome if you are or also have:

Experience or demonstrated knowledge of the hospitality industry, preferred but not essential

BenefitsBe a part of the Smartsourcing crew 😄!Smartsourcing was born with the purpose of changing people’s lives. Our goal is not only to make sure businesses grow and succeed but also, that you love where you work and thrive. We recruit, train, and support you and provide great benefits. We take pride in the fact we are an award-winning organisation, hailed as one of the best employers and workplaces in Asia as seen on and .Here’s why we think you’d love working at Smartsourcing…At Smartsourcing, we’re all about fostering a positive work environment for you. We’re always looking for folks who are unafraid to be their absolute authentic selves because we value diversity and inclusion.We’re proud to be a certified Great Place to Work. We believe that we can expect the best out of you only when you're happy with where you work and what you do. This is why It is so vital for us that you have a healthy work-life balance.Some of our company perks include:

💰 Above-industry salary package
🌞 Day Shift
😊 Fixed weekends off
👩‍⚕️ HMO coverage for you and your dependent/s after one (1) month
😋 Free lunch every day
☕ Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
⛹️ Sports wellness clubs including free-diving
🏋️ Subsidized gym membership at Anytime Fitness
✈️ Travel opportunities to Australia
🙌 Exclusive discounts in selected restaurants and merchants
And so much more!

Smartsourcing