Customer Care Associate

Symbos Managed Services Inc.; Pasig; On-site; PHP 223,200 - 279,000; Full time

Job summary

A customer service provider in Metro Manila is looking for a Customer Care Representative to support families with booking-related services. Responsibilities include handling calls and emails, processing bookings, and assisting with account queries. The ideal candidate has at least 3 years of experience in customer service and possesses strong communication skills. This role focuses on delivering service excellence and promoting self-service tools.

Qualifications

• At least 3 years of customer service experience, preferably in a booking or contact centre.
• Strong verbal and written communication skills.
• Experience in a fast-paced environment.

Responsibilities

• Respond to inbound calls and emails regarding bookings.
• Process bookings, cancellations, and account updates.
• Conduct outbound calls for follow-ups and support.

Skills

Strong communication skills

Ability to manage multiple tasks

Comfortable using digital tools

Job description

The Customer Care Representative plays a vital role in supporting families with booking-related services. This includes handling inbound and outbound communications, processing bookings and cancellations, and assisting with general account and payment queries. The role is focused on delivering service excellence and promoting self-service tools to enhance the customer experience.

Key Responsibilities:

Customer Interaction & Support

• Respond to inbound phone calls and emails related to bookings and general enquiries.
• Provide clear and empathetic support to new and existing customers

Booking Management

• Process new bookings, cancellations, and adjustments accurately and efficiently.
• Ensure all booking-related queries are resolved in line with company practices and quality standards.

Account & Payment Assistance

• Update customer account information as requested.
• Process payments and set up payment plans.

Outbound Communication

• Conduct outbound calls as needed to follow up on customer requests or provide proactive support.

Service Excellence

• Uphold the company’s strategic pillar of delivering service excellence in every customer interaction.
• Ensure timely, high-quality responses to all customer queries.
• Support efforts to reduce inbound enquiries by promoting digital tools and educating customers.

Performance & Compliance

• Meet campaign KPIs related to productivity, quality, and attendance.
• Adhere to internal policies, procedures, and compliance standards.

Qualifications & Experience:

• Previous experience of at least 3 years in customer service, preferably in a booking or contact centre environment.
• Strong communication skills, both verbal and written.
• Ability to manage multiple tasks and work in a fast-paced environment.
• Comfortable using digital tools and promoting app-based solutions.
• Knowledge of childcare services or government subsidies (e.g., CCS) is a plus.