Senior Customer Relationship Management - Pasig Central Post Office - Outforce

Paglalarawan

Role Purpose

The CRM Representative is responsible for delivering consistent, high-quality customer service while managing a defined set of daily operational and administrative tasks. This role is a key point of contact for customers and plays a critical part in ensuring timely communication, accurate processing of requests, and effective coordination between customers and operations.

The role requires a high level of organisation, productivity, and accountability. The CRM Representative is expected to work to a structured daily schedule, meet defined output targets, maintain accuracy, and take ownership of tasks from start to finish. This is a fast-paced, performance-driven role where reliability, follow-through, and timeliness are essential.

Training is provided for all CRM duties, and responsibilities are shared across team members to ensure operational coverage and flexibility. Reporting lines and specific duties may be adjusted or rotated from time to time to meet business requirements.

Key Responsibilities

1. Customer Communication & Support

• Act as a primary point of contact for customers via phone, email, and online channels.
  
• Answer inbound calls in line with service standards. 30+ calls per day
  
• Action and respond to customer emails, with a target of 25–30+ emails per day.
  
• Handle bookings, provide service updates, and respond to enquiries promptly and professionally.
  
• Ensure all customer interactions reflect company service standards and professionalism.
  

2. Issue Resolution & Escalation

• Take ownership of customer issues and complaints from initial contact through to resolution.
  
• Investigate issues, coordinate with internal teams, and ensure timely outcomes.
  
• Escalate complex, high-risk, or unresolved matters to the appropriate manager.
  
• Keep customers informed throughout the process and ensure proper follow-up is completed.
  

3. Onboarding & Account Management

• Manage the onboarding of new customers and ensure all details are correctly set up in systems.
  
• Perform daily checks of new customer bookings and ensure accuracy and completeness.
  
• Proactively monitor customer accounts to maintain service quality and customer satisfaction.
  

4. Daily Operational Duties

The CRM Representative is responsible for consistently completing the following daily tasks, noting that duties may be shared or rotated within the team based on business needs:

• Answer inbound calls.
  
• Action 25–30+ customer emails per day.
  
• Review and action daily overweight notices.
  
• Update and maintain the daily roster.
  
• Review and action driver comments daily.
  
• Check and action new customer bookings daily.
  
• Ensure all tasks are completed accurately and within required timeframes.
  

5. Records Management & Administration

• Maintain accurate and detailed customer notes in the CRM system.
  
• Ensure all actions, updates, and decisions are properly recorded.
  
• Support contract administration, cancellations, and invoicing processes.
  
• Prepare and maintain required daily and operational reports.
  
• Undertake additional reporting or administrative tasks as directed to support business requirements.
  

6. Operational Coordination

• Work closely with Operations to schedule services and adjust bookings as required.
  
• Ensure service changes, issues, and priorities are clearly communicated.
  
• Support efficient service delivery through accurate and timely coordination.
  

Performance Standards & Accountability

• Maintain consistent daily productivity across all assigned duties.
  
• Meet the target of 25–30+ emails actioned per day, in addition to other daily responsibilities.
  
• Respond to internal and external requests in a timely manner.
  
• Follow the agreed daily schedule and workflow 100%.
  
• Maintain a high level of accuracy, attention to detail, and follow-through.
  
• Demonstrate ownership and accountability for all assigned tasks.
  
• Deliver sustained performance, not short-term or inconsistent improvement.
  

Performance will be monitored on an ongoing basis. Failure to meet and maintain required standards may result in formal performance management and disciplinary action.

Requirements

Skills, Experience & Qualifications

• Previous experience in a customer service or CRM role, ideally within logistics, waste management, or field services.
  
• Strong communication and problem-solving skills.
  
• Ability to manage multiple priorities in a fast-paced environment.
  
• High level of organisation, reliability, and attention to detail.
  
• Proficiency in CRM systems (e.g., Wastedge) and Microsoft Office Suite.
  
• Ability to work to defined processes, targets, and performance expectations.
  

Personal Attributes

• Proactive and self-motivated.
  
• Reliable and consistent in performance and attendance.
  
• Comfortable working in a structured, performance-driven environment.
  
• Strong sense of responsibility and accountability.
  
• Focused on quality, timeliness, and customer outcomes.