CUSTOMER CARE ASSISTANT

Global Technological Trading Inc.; Philippines; On-site; PHP 279,000 - 391,000; Full time

Job summary

Global Technological Trading Inc. is seeking a customer service professional in Makati City to respond to inquiries, provide first-level technical support for TechLife products, and coordinate repairs and aftersales service.

The role emphasizes delivering timely and accurate assistance while maintaining strong customer relationships. The ideal candidate should have a relevant degree, strong communication skills, and the ability to multitask in a fast-paced environment.

Qualifications

• Graduate of any Bachelor’s degree, Associate degree, or vocational course.
• Fresh graduates welcome; experience in customer service, contact center, technical support, or aftersales ops is an advantage.
• Experience with consumer electronics, mobile devices, or home appliances is preferred but not required.
• Excellent verbal and written communication skills.
• Strong customer service, interpersonal, and problem-solving skills.
• Basic knowledge of computer applications including Microsoft Office and CRM systems.

Responsibilities

• Respond to customer inquiries and aftersales concerns across multiple Lines of Business (LOBs).
• Deliver professional, accurate, and timely assistance while adhering to SLAs.
• Build positive customer relationships through courteous support.

Skills

Customer service

Communication

Multitasking

Problem solving

Education

Bachelor's / Associate / Vocational

Tools

CRM systems

Microsoft Office

Job description

Job Description

1. Customer Service and Support
   • Respond to customer inquiries and aftersales concerns for TechLife, Akaso, Laifen, and SKG across multiple Lines of Business (LOBs), including Social Media, E-commerce platforms, Inbound Calls, Email, and SMS.
   • Deliver professional, accurate, and timely assistance while ensuring compliance with the company's customer service standards and service level agreements (SLAs).
   • Build positive customer relationships by providing courteous and solution-oriented support.
2. Technical Assistance
   • Provide first-level technical support and basic troubleshooting for TechLife products.
   • Guide customers through product features, setup procedures, and troubleshooting steps.
   • Escalate complex technical issues to the appropriate department when necessary.
3. Aftersales Service Coordination
   • Assist customers with repair-related inquiries, including repair status updates, warranty verification, and service request information.
   • Coordinate repair appointments, service bookings, and referrals to authorized service centers.
   • Monitor ongoing repair cases and proactively update customers on repair progress, turnaround times, and spare parts availability.
4. Customer Complaint Resolution
   • Handle customer complaints, escalations, and negative reviews professionally and efficiently.
   • Investigate customer concerns, recommend appropriate resolutions, and ensure issues are resolved within established timelines.
   • Document customer interactions and resolutions accurately in the company's customer management system.
5. Cross-Functional Coordination
   • Collaborate with internal departments, logistics teams, technical support, and authorized service centers to resolve customer concerns and pending service cases.
   • Follow up on unresolved issues to ensure timely closure and customer satisfaction.
   • Maintain accurate records and reports of customer interactions, service requests, and case resolutions.

Qualifications

• Graduate of any Bachelor's Degree, Associate Degree, or Vocational Course or any related field.
• Fresh graduates are welcome to apply; experience in customer service, contact center, technical support, or aftersales operations is an advantage.
• Experience supporting consumer electronics, mobile devices, or home appliances is preferred but not required.
• Excellent verbal and written communication skills.
• Strong customer service, interpersonal, and problem-solving skills.
• Basic knowledge of computer applications, including Microsoft Office and customer service or CRM systems.
• Ability to multitask, prioritize workload, and work in a fast-paced environment.
• Okay to work in Makati City from Monday to Saturday.