Customer Care Specialist

Lofty; Manila; On-site; PHP 300,000 - 480,000; Full time

Job summary

Lofty is looking for a full-time Customer Service Associate in the Philippines (Metro Manila). You will respond to inquiries, provide product information, and process transactions while maintaining CRM records and collaborating with teams to improve service delivery.

The role requires excellent communication, problem-solving, and multitasking, with a focus on calm, professional handling of challenging situations and adherence to policies.

Qualifications

• Excellent verbal and written communication is required.
• Experience in customer service is highly desirable.
• Proficiency with CRM systems and MS Office is preferred.

Responsibilities

• Respond to customer inquiries and complaints promptly and professionally.
• Provide detailed information about products, services, features, specifications, and pricing.
• Process transactions, including orders, returns, and exchanges, with accuracy.
• Troubleshoot and resolve product or service issues, escalating when needed.
• Document all interactions in the CRM system and track resolutions.
• Collaborate with internal teams to improve service delivery and customer experience.
• Follow up with customers to ensure satisfaction and issue resolution.
• Maintain up-to-date knowledge of products, services, and company policies.

Skills

Communication skills

Problem solving

Customer service experience

Multitasking

Calm under pressure

Education

High school diploma or equivalent

Associate or bachelor's degree preferred

Tools

CRM software

Microsoft Office

Job description

Job Type

Full-time

Key Responsibilities

• Respond to customer inquiries and complaints promptly and professionally
• Provide detailed information about products, services, features, specifications, and pricing
• Process transactions, including orders, returns, and exchanges, ensuring accuracy
• Troubleshoot and resolve product or service issues, escalating complex problems to appropriate departments
• Document all customer interactions and resolutions in the company’s CRM system
• Collaborate with internal teams to improve service delivery and customer experience
• Follow up with customers to ensure satisfaction and issue resolution
• Maintain up-to-date knowledge of company products, services, and policies

Requirements

• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Ability to remain calm under pressure and handle difficult situations
• Proficiency in customer service software and Microsoft Office Suite
• Strong organizational skills and ability to multitask
• High school diploma or equivalent required; associate or bachelor’s degree preferred
• Previous experience in customer service or a related role is highly desirable