Client Care Associate

PJ Lhuillier Group of Companies; Makati; On-site; PHP 300,000 - 420,000; Full time

Job summary

PJ Lhuillier Group of Companies is seeking a client service specialist in Makati. The role focuses on addressing inquiries, complaints, and commendations related to core products and services across phone, SMS, e-mail, chat, and social media.

The incumbent documents, validates, and coordinates escalated concerns to ensure timely and effective service delivery, while conducting surveys to gauge client perspectives and expectations.

Qualifications

• Graduate of any four-year business or communication-related course.
• Background in support desk or client service environment.
• Specific Knowledge: Client Management, gathering client feedback, handling client complaints, and case management.
• Amenable to work in Makati City.

Responsibilities

• Responds to clients' inquiries, complaints, or commendations via phone, SMS, e-mail, chat, or social media.
• Ensures each client contact aligns with the goal of delivering frictionless client experience.
• Receives and documents all complaints/commendations from pawnshop and remittance branch clients.
• Ensures completeness of details and supporting documents to process requests.
• Evaluates the degree of client concern and provides an appropriate resolution per standard procedures.
• Escalates recommended solutions if not part of standard procedures.
• Conducts surveys through SMS, phone, e-mail, and social media to identify client perspectives and expectations.
• Performs other related duties as assigned.

Skills

Client Management

Feedback Collection

Complaint Handling

Case Management

Education

Bachelor's degree in business or communications

Job description

The position is primarily responsible for addressing client inquiries, complaints, and commendations related to the company’s core products and services through various communication channels, including phone, SMS, email, chat, and social media. It is also responsible for documenting, validating, and coordinating the resolution of escalated client concerns to ensure timely and effective service delivery.

Job Responsibilities:

• Responds to clients' inquiries, complaints, or commendations on core products and services through phone, SMS, e-mail, chat, or social media.


• Ensures each client contact is handled in a manner consistent with the Division's goal of delivering frictionless client experience.


• Receives and documents all complaints/commendations from pawnshop and remittance branch clients.


• Ensure completeness of details and supporting documents to process the request.


• Evaluates the degree of client concern and provides an appropriate resolution in accordance with standard procedure.


• Escalates recommended solution if not part of standard.


• Conducts surveys through different mediums (SMS, telephone, e-mail, and social media to identify client's perspective and expectation towards our products and services.


• Perform other related duties as assigned.

Job Qualifications:

• Graduate of any four-year business or communication-related course


• Background in support desk or client service environment (not necessarily a BPO or call center)


• Specific Knowledge: Client Management, gathering client feedback, handling client complaints, and case management


• Amenable to work in Makati City