Customer Care Associate

edamama (BeanLab Inc); Makati; On-site; PHP 279,000 - 391,000; Full time

Job summary

edamama (BeanLab Inc) is seeking a Customer Care Associate to handle customer inquiries across multiple channels with a focus on timely, empathetic service and problem solving. You will work in a fast-paced e-commerce environment in Makati, ensuring customer satisfaction and adherence to process standards.

The role requires 1 year in customer care or BPO, strong English and Tagalog, fast typing, and reliable tech.

Qualifications

• Minimum 1 year in customer care/BPO/Call Center for voice and non-voice work.
• Typing speed of 65–70 words per minute.
• Has SME/Sr. Agent/CSR experience.
• Knowledge of the Philippines e-commerce market is preferred.
• Experience with CRM or account/relationship management focused on customers.
• Detail oriented with strong teamwork ethics and SLAs.
• Reliable computer and internet connection to avoid disruption.
• Strong English and Tagalog communication skills.
• Training and development experience is a plus.

Responsibilities

• Respond to customer queries via channels (phone, email, chat, social, etc.).
• Maintain a customer-first, empathetic and professional attitude.
• Identify needs and provide proactive solutions to customers.
• Coordinate with internal teams for escalated concerns and meet promised resolutions.
• Track KPIs and team productivity for regular reviews.
• Keep records of interactions, transactions, comments, and complaints.
• Assist in creating surveys and gathering feedback to improve processes.
• Manage daily tasks with strict adherence to guidelines.

Skills

Customer service

Communication

Teamwork

Problem solving

Attention to detail

English & Tagalog

Typing speed 65–70 wpm

CRM knowledge

E-commerce familiarity

Tools

Reliable computer & internet connection

CRM experience

Job description

The Customer Care Associate (CA) is entrusted by the management to handle the concerns/needs of the customers, and help in satisfying these customers in a timely and cost-effective manner. The CA is responsible for customer care and back office related activities including, but is not limited to, case escalation, data entry, account and membership management, transaction management, service recovery and retention.

The ideal candidate should have an expertise in customer servicing and is customer-obsessed. Has an ability to turn a customer concern into an actual order, a detractor to a brand ambassador, to help drive business growth. Expectation is that this position requires a self-starter and has passion in advocating the customers, a team player, keen to details, focused, and a problem solver.

ROLE FUNCTIONS AND RESPONSIBILITIES

A. Regular (Non-exhaustive)

1. Respond to customer queries and requests in a timely and accurate way via customer support channels which includes but not limited to: phone, email, chat, social media, web, mobile application, marketplace, offline/physical store and internal support channel/s.
2. Maintaining a “customer-first”, positive, empathetic and professional attitude toward customers at all times.
3. Identify customer needs and help customers by putting their needs first. Anticipates the customer issue and provides a proactive solution.
4. Liaise with internal teams and external business support for escalated customer concerns, and ensure to follow through to solve the escalated concerns within the customer’s promised resolution time.
5. Track and maintain the customer care service level / KPI and metrics. KPIs are subject to regular review and update.
6. Monitor and generate self and team’s productivity and utilization reports for daily / regular performance review.
7. Know and is always up to date when it comes to the products and customer related processes.
8. Keeping records of customer interactions, transactions, comments and complaints which are vital for customer related discussions.
9. Help in creating & implementing customer surveys, & getting feedback to improve our processes, products and customer experience.
10. To manage all daily tasks and duties related to the process with strict compliance to guidelines.

B. Periodic

1. Attends business reviews and touch points (weekly, monthly, quarterly)
2. Participate in company and team building related activities

Qualifications:

• Minimum of 1yr experience in the customer care/BPO/Call Center industry doing both voice and non-voice transactions
• Typing speed of 65-70 words per minute
• Have had SME/Sr. Agent/CSR roles experience
• Knowledge of the e-commerce market in the Philippines highly preferred
• Experience in CRM or account and relationship management focused on customer needs
• Detail oriented personality
• Tools: Reliable computer and internet connection to ensure no operations disruption
• Strong teamwork ethics as well and commitment to achieving team SLAs
• Strong interpersonal and outstanding English and Tagalog communication skills
• Training & Development experience is a plus