Customer Experience Associate - Taguig City - Eastvantage

    Eastvantage
    Eastvantage Taguig City

    3 araw ang nakalipas

    Paglalarawan

    We're Hiring: Customer Experience Associate

    We are looking for a dedicated and enthusiastic Customer Experience Associate (Female preferred) to join our team in Taguig City, Philippines. The ideal candidate will possess excellent communication skills and a passion for providing exceptional customer service. You will play a crucial role in ensuring our customers have the best experience possible while interacting with our brand.

    Location: Taguig City, Philippines

    Work Mode: Work From Office

    Role: Customer Experience Associate

    What You'll Do:

    • Respond to live customer inquiries: Engage with customers via live chat, providing timely and
      accurate responses to their questions, concerns, and requests.
    • Manage social media interactions: Monitor and address customer questions received through
      social media direct messages on platforms such as Facebook and Instagram, ensuring prompt and
      professional responses.
    • Handle customer service communications: Process and resolve customer inquiries, including
      exchanges, refunds, and product faults. Maintain a comprehensive log of faulty returns and key
      customer issues for reference and analysis. Coordinate credits and coupons for customers when
      necessary. Handle fraud cases and escalate as needed.
    • Monitor and respond to reviews: Regularly check and respond to customer reviews on platforms
      such as Product Review, Google Reviews, and Facebook Reviews, demonstrating attentiveness and
      addressing any concerns or feedback.
    • Customer Service Monthly report: Prepare monthly reports that include retention rates and Net
      Promoter Score (NPS), providing insights into customer satisfaction and areas for improvement.
    • Wholesale enquiry management: Receive wholesale enquiries through the HappyFox platform.
      Review and forward the enquiries to the CEO for approval, including determining appropriate
      terms and conditions, currency, and margin. Communicate approved terms to wholesalers and
      coordinate with relevant departments, such as Supply Chain Manager, Bookkeeper, and Marketing
      Director, to facilitate orders, marketing efforts, and payments.
    • Set up wholesale accounts: Create wholesale accounts on the WooCommerce platform for
      approved stockists, ensuring smooth onboarding and access to wholesale pricing and inventory.
    • Yotpo and website review approval: Regularly review and approve customer reviews on the Yotpo
      platform and the company website, ensuring compliance with guidelines and maintaining a
      positive customer experience.
    • Monthly coupon and product sales tracking: Monitor and track the performance of coupon-based
      promotions and bundle packs, providing regular updates on sales volumes and trends.

    What We're Looking For:

    • Previous experience in a customer service or customer support role, ecommerce is preferred.
    • Excellent communication skills, both written and verbal.
    • Proficiency in using live chat platforms and social media channels for customer interactions.
    • Ability to multitask and handle customer inquiries efficiently while maintaining a high level of
      accuracy and attention to detail.
    • Strong problem-solving skills and the ability to remain calm and composed when dealing with
      challenging customer situations.
    • Familiarity with e-commerce platforms, such as WooCommerce, is preferred.
    • Knowledge of wholesale operations and processes would be an advantage.
    • Good organizational skills to manage and document customer interactions, reviews, and reports
      effectively.
    • Proactive attitude with a customer-centric approach and a genuine passion for providing
      outstanding customer experiences.


    Ready to make an impact? Apply now and be part of our exciting journey

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