Customer Service Associate

Location: Philippines

Work Arrangement: Work from home / Hybird

Work Hours: 9AM – 6PM EST, follows Philippine holidays

The Role:

We are looking for a Customer Service Associate who is an experienced service-oriented, persuasive, independent thinker with a passion for creating loyalty. Loves to work within a team to exceed customer expectations and provide reliable, responsive, and resourceful service in every interaction. The ideal candidate is a problem solver, purpose-driven, and resourceful. Committed, flexible, and strives in a fast-paced office atmosphere while achieving quarterly goals.

 

The Customer Service Associate must have experience in eCommerce customer service and with online retail accounts. The role will be responsible for ensuring the brand is properly represented while providing a white glove service to our customers.

Essential Functions:

  • Handle customer inquiries via phone and email and process orders with exceptional service
  • Verify account information and notate summary of conversation from customer calls
  • Greet customers warmly and resolve problems or reasons for calling
  • Provide accurate product and service information
  • Recommend options to customers when they are attempting to cancel
  • Diffuse upset customers as needed and escalate recurring problems to the immediate supervisor.
  • Provide supervisor and customer care management with process improvement recommendations
  • Gain and excel in knowledge of all products and processes.
  • Calculate effective shipping rates for orders and quotes, process claims, and manage dispute
  • resolutions
  • Maintaining various company inboxes.
  • Support and assist the executive team members with personal and business needs
  • Participates in daily huddles, weekly meetings, and monthly department meetings
  • Monitors, tracks, and orders office supplies
  • Maintains a clean working space for all and help oversee building maintenance needs
  • Follow established schedules to send reminders, invoices, and follow-up communication to employees and customers

Qualifications:

  • Bachelor’s degree in the related field preferred
  • Aptitude for working with online retail partner extranet and web portals
  • Must be able to meet deadlines and stay cool under pressure
  • Must have a strong understanding of customer needs and eCommerce best practices.
  • Able to multi-task, extremely detailed, organized, and able to prioritize projects
  • Able to manage timelines and utilize internal resources
  • Must be able to work well with others in a collaborative and cooperative fashion
  • Experience in a multi-client environment
  • Strong computer aptitude, which includes expertise with Microsoft 365 applications
  • Strong oral and written communication skills
  • Ability to function in an autonomous environment—independent worker, self-directed
Scroll to Top