Customer Engagement Associate

Salary Range: PHP 20,000 - 22,0000
Responsibilities:
Customer Support

• Respond to customer inquiries and resolve issues via voice and non-voice communication channels.
• Assist customers and provide recommendations for services at physical locations, aiming to convert interactions into confirmed bookings.
• Proactively manage and nurture potential clients with a strong focus on upselling and driving additional sales.
• Provide professional and personalized customer service to potential clients, ensuring high levels of client satisfaction and brand loyalty.

Collaboration and Escalation

• Collaborate with client’s internal departments as needed.
• Identify and escalate complex issues to senior representatives or leads when necessary.

Account Management and Fraud Prevention

• Maintain accurate records of customer interactions and transactions across customer service platforms.
• Track, measure, and analyze customer interactions to optimize performance and improve customer experience when tasked.
• Monitor customer accounts for potential fraudulent activity and take appropriate actions to mitigate risks.

Knowledge and Performance Excellence

• Stay updated on product knowledge and industry trends to deliver exceptional customer service.
• Consistently meet or exceed customer satisfaction goals and performance metrics.
• Contribute to the enhancement of customer service processes and procedures for improved efficiency.
• This role is responsible for converting interactions into confirmed bookings, meeting daily quota targets, generating new leads, and ensuring high-quality work while efficiently resolving any errors or issues that may arise.

Organization and File Management

• Maintain systematic storage of client files within Google Drive, ensuring proper permissions and data security.

Presentations

• Participate in presentations and brainstorming sessions, providing support and insights in customer service.
• Assist Team Leader in preparing presentation materials and communicating ideas effectively to internal teams and clients if needed.

Requirements:

• Fresh Graduates are welcome to apply.
• Experience in a customer service role, preferably in beauty, skin, or lifestyle industries is a plus.
• Familiarity with social media tools such as Meta and digital collaboration platforms such as ClickUp and Pancake.ph is preferred.
• Proficiency in Google Suite products.
• Minimum internet speed of 40 Mbps for smooth communication and task performance.
• Strong verbal and written communication skills with a collaborative and proactive mindset.
• Willing to work on a shifting schedule, including weekends and holidays, and adapt to potential voice/call responsibilities.
• Ability to work remotely with minimal supervision.