JOB SUMMARY:

• Despite being an entry-level position in Customer Service, the Customer Retention and Loyalty Associate is responsible for proactive relationship building with customers. This position coordinates executes and manages to effectively retain customers through positive relationship building, listening to concerns / addressing issues, resolving customer queries & recommending solutions. A customer-oriented focus is necessary in order to preserve long-term customer satisfaction. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. Ultimately, you will help establish our reputation as a company that offers excellent customer service.

JOB RESPONSIBILITIES:

• Responding to customer queries in a timely and accurate way.
• Attend to customer concerns/requests & facilitate the processing of a transaction for merchandise return & loyalty program card processing
• Identifying customer needs
• Give product & service feedback to the supervisor for endorsement to the concerned department
• Providing quality customer service regarding customers' inquiries, complaints, and requests
• Identifying and resolving customer issues/problems while handling both inbound and outbound customer communications
• Transact the GCard claiming of personalized/renewal/replacement card on the system
• Facilitate endorsement of returned merchandise to respective departments.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Demonstrate a sense of urgency for their request
• Builds strong rapport by utilizing interpersonal skills, asking clarifying questions, and anticipating customer needs.
• To ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction
• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage with customers

JOB SPECIFICATIONS:

• Candidate must possess at least Vocational Diploma/Short Course Certificate, Bachelor's/College Degree in Business Studies/Administration/Management, Marketing, or equivalent.
• At least 1 Year(s) of working experience and/or customer service experience in the related field is required for this position.
• Familiar with the office system
• Highly organized
• Has excellent communication skills and displays good judgment.
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Must have a strong work ethic, be team-oriented, and be highly dependable.
• Multitasking and time-management skills, with the ability to prioritize tasks
• The candidate must be willing to work in Cebu City

Job Types: Full-time, Permanent

Benefits:

• Additional leave
• Employee discount

Schedule:

• 8 hour shift
• Shift system

Supplemental Pay:

• 13th month salary

Work Location: In person

Please refer to job description.