Customer Care Administrator

Doulas By The Bay; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Doulas By The Bay in the Philippines is seeking an experienced Customer Service professional focused on email-based support. You will respond to inquiries, route messages to the correct department, and maintain clear, consistent communication with clients.

The role emphasizes problem solving, attention to detail, and teamwork. You will monitor response times, follow up on unresolved issues, and help improve email processes while delivering friendly, professional service.

Qualifications

• 7+ years of experience in customer service or support, preferably in an email-based role.
• Excellent written communication skills with a professional and friendly tone.
• Strong problem-solving abilities and the capacity to resolve customer issues efficiently.
• Attention to detail and the ability to multitask in a fast-paced environment.
• Proficiency in using email platforms, CRM tools, and basic office software.
• Ability to maintain composure under pressure while providing top-notch service.
• A team player with a positive attitude and a customer-first mentality.

Responsibilities

• Respond to customer inquiries via email promptly with clear, professional communication.
• Direct emails to the correct department and forward to team members when needed.
• Provide solutions and support to address common customer concerns.
• Maintain email records and ensure accurate interaction histories.
• Follow up with customers to resolve unresolved issues.
• Maintain consistent messaging across email communications per guidelines.
• Escalate complex issues to senior staff when necessary.
• Monitor and track response times to meet targets.
• Provide feedback to improve customer service processes.
• Assist with client calls when required to share basic company information.

Skills

Written communication

Customer service

Problem solving

Multitasking

CRM tools

Email platforms

Teamwork

Tools

CRM tools

Email platforms

Job description

Key Responsibilities:

• Respond to Customer Inquiries: Review and respond to customer emails promptly, ensuring clear, professional, and helpful communication.
• Direct Emails to the Correct Department: Categorize and forward specific inquiries to the appropriate department or team members for further action when necessary.
• Provide Solutions and Support: Address common customer concerns, troubleshoot issues, and offer solutions, aiming to enhance the customer experience.
• Maintain Email Records: Keep track of customer inquiries and responses, ensuring accurate records of interactions for future reference.
• Follow Up with Customers: Proactively follow up on unresolved issues to ensure customer satisfaction.
• Ensure Consistent Communication: Maintain consistency in messaging across email communication, adhering to company guidelines, tone, and style.
• Escalate Complex Issues: Recognize when to escalated issues that cannot be resolved via email to senior team members or management.
• Monitor and Track Response Times: Ensure that all email inquiries are handled within company-defined response time targets.
• Provide Feedback: Suggest improvements to our customer service processes based on email interaction trends and common concerns.
• Client Calls: In rare occurrences, assist with phone calls to clients regarding basic company information.

Required Qualifications:

• 7+years of experience in customer service or support, preferably in an email-based role.
• Excellent written communication skills with a professional and friendly tone.
• Strong problem-solving abilities and the capacity to resolve customer issues efficiently.
• Attention to detail and the ability to multitask in a fast-paced environment.
• Proficiency in using email platforms, CRM tools, and basic office software.
• Ability to maintain composure under pressure while providing top-notch service.
• A team player with a positive attitude and a customer-first mentality.