Customer Care Associate

CW Marketing & Development Corporation; Pasig; On-site; PHP 201,000 - 268,000; Full time

Job summary

CW Home Depot in Metro Manila is hiring a Customer Care Associate to handle customer concerns and inquiries via phone and email. You will log calls, relay messages, update databases, and provide information about branches, promos, and events.

The role requires a bachelor's degree, computer literacy (email, Excel, Word), and strong English and Filipino communication. Flexibility for shifting schedules and holidays is needed; prior call-center or customer service experience is a plus.

Qualifications

• Bachelor's degree required; fresh grads welcome.
• Computer literate (e-mail, Excel, Word, etc.).
• Good communication and listening skills in English and Filipino.
• Knowledge of centralized telephone systems and updating databases.
• Ability to handle diverse situations with diplomacy.
• Willing to work shifting schedules and holidays.

Responsibilities

• Answer inbound calls from customers, suppliers, and internal departments.
• Direct calls to the concerned department or escalate to supervisor for critical cases.
• Place and/or transfer outgoing calls.
• Receive and relay messages to staff or departments.
• Log all calls in the provided log sheet.
• Provide information about branches, promos, and events.
• Update branch and staff directory information.
• Send emails when CW personnel cannot be reached.
• Log customer concerns and suggestions.
• Perform additional relevant tasks.

Skills

Strong communication

Active listening

Bilingual English/Filipino

Education

Bachelor's degree

Tools

Email

Excel

Word

Telephone system

Job description

The Customer Care Associate of CW Home Depot will be responsible for accommodating customer concerns and inquiries from the CW Home Depot's customer support hotlines and email based on the

Hotline Operator

• Answer incoming calls from customers, suppliers, internal departments or units

• Directs call to concerned department, staff, or elevate the critical case to assistant customer service manager for concerns which need immediate intervention (i.e.complaint)

• Places/transfers outgoing calls

• Receive customer/client messages and deliver the same to the concerned staff or department

• Log all calls in the (soft copies) log sheet provided

• Provides information about the company’s information, such as branch information, ongoing promos and events, etc.

• Knows what action to take when an emergency call is required.

• Assists in responding to telephone equipment or service complaints and problems

• Updates branch and staff directory information when necessary

• Sends email to the person and the caller in the event that the CW personnel cannot be reached

Reports

• Customer concerns and suggestions log sheet

• Performs other functions assigned that are relevant to the job

We are looking for someone with:

• With a bachelor's degree, fresh graduates are welcome to apply

• Computer Literate (i.e; e-mail, excel, word, etc.)

• Has good communication and listening skillsbothinEnglishandFilipino

• Knowledgeable in centralized telephone system, computer, and methods of updating databases

• Can deal diplomatically with the public / customer / client.

• Can handle different situations to address various levels of concerns

• Willing to work on a shifting schedule and holidays