Business Administration Support - Ops - AU

eClerx LLC; Muntinlupa; On-site; PHP 279,000 - 390,600; Full time

Job summary

A leading customer service provider based in Muntinlupa, Philippines, is seeking a Customer Service Quality professional. This role involves managing customer inquiries, resolving complaints, and performing data entry tasks. Successful candidates will exhibit strong communication and problem-solving skills, along with a focus on delivering excellent customer service. If you thrive in a fast-paced environment and enjoy building customer relationships, apply now for this opportunity!

Qualifications

• Strong questioning and listening skills for effective telephone communication.
• Ability to manage a high volume of calls while maintaining quality.
• Experience in data entry and database management.

Responsibilities

• Answer enquiries and provide information promptly.
• Resolve customer complaints and support customer loyalty.
• Perform administrative duties and maintain accurate records.

Skills

Effective communication

Problem-solving

Data entry

Customer service

Job description

Customer Service Quality

• Answer enquiries when required by clarifying desired information; researching, locating, and providing information, completing transactions and forwarding requests.
• Resolve problems aligned to complaint resolution and customer in jeopardy procedures by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.
• Ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve enquiries.
• First point of customer contact for general enquiries via live and non-live contact.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds and interruptions.
• Apply the elements of building positive rapport with different types of customers over the telephone.
• Apply the proper telephone etiquette to satisfy various customer situations and effectively use appropriate actions to control a telephone call.
• Manage high volume of telephone calls and provide response to all maintaining high quality of services and performance standards.
• Build and maintain business relationships with customers by providing prompt and accurate service so as to promote customer loyalty.
• Perform troubleshoot on all customer service issues and schedule all field service calls as required.
• Maintain and document into customer database and systems and CRM applications by entering information relating to all customer interactions.
• Administer and prioritize all customer tasks and ensure achievement of all deadlines within required timeframes.

Business Administration Support

• Insert customer, employee and account into data systems by inputting text based and numerical information from source documents within required time limits.
• Compile and sort information according to priorities.
• Review data for deficiencies or errors, correct any incompatibilities if possible and check output.
• Apply system program techniques and procedures.
• Ensure employee data is accurate and maintained.
• Responsible for keeping inventory of internal and external office supplies and placing orders for replenishment as needed.
• Adhere to business workflow procedures.
• Maintains accurate goods receiving outcomes and aligns to business accounts protocols and procedures.
• Generate reports when required and validate input.
• Store completed work in designated locations.
• Keep information confidential.
• Establish priorities by maintaining understanding of what data impacts customers.
• Perform data gathering and research activities and provide reports or summaries of information collected.
• Verify data by reviewing, correcting, changing or deleting entered information.
• Update and maintain all related areas in systems software as required.
• Investigate discrepancies/queries as they arise and liaise with the relevant internal or external customers to obtain the relevant information to resolve the matter.
• Read and route incoming mail and process outgoing mail from a variety of channels.
• Coordinate and organize department activities and functions like meetings; schedule, obtain use of rooms, and set up the rooms and equipment to be used.
• Provide additional administrative support for the sales and operations team as requested by your line manager.
• Perform other departmental projects as needed.
• Assist in resolving any administrative problems.
• Provide on job coaching and support where required.
• Other duties as allocated by line manager.

Teamwork and Communication

• Communicate with your line manager every day to report on your target progress.
• Attend and participate in customer service, sales and operations meetings.
• Contribute towards a positive team environment within the business.
• Communicate effectively with the business staff on any customer related issues that require attention.
• Monitor market trends and competitor activity and relay this information efficiently into the business via the appropriate method.

Business and Product Acumen

• Identify and evaluate new business opportunities through the identification and attraction of new customers to extend and develop the company’s profit base.
• Maintain and improve product knowledge, competitive products and general market information that could be of interest or value to customers.
• Monitor competitor and market activity, reporting significant developments to management and monitor market trends through personal contact with customers.
• Ensure business negotiations are undertaken to protect the company's interests.

Administration and Compliance

• Complete accurate and comprehensive document processing.
• Report on a daily basis activity and results.