Customer Care Specialist II — Frontline Support & Improvement

Emerson Electric (Asia) Limited - ROHQ; Mandaluyong; On-site; PHP 420,000 - 720,000; Full time

Benefits offered by this job

Competitive benefits

Medical insurance

Employee Assistance Program

Flexible time off

Paid parental leave

Vacation and holiday leave

Job summary

Emerson Electric (Asia) Limited - ROHQ is seeking a Specialist II, Customer Care to deliver responsive, professional support and help shape customer experience. You will handle chats, calls, and emails, log incidents, validate data, route inquiries, and support online store users, aiming to improve service quality.

You'll build reports, share insights from data analysis, and participate in training on products, processes, and tools.

Qualifications

• Bachelor's degree in any 4-year course.
• At least 2 years in a global contact center focused on customer service via chat/phone/email.
• Intermediate proficiency with Microsoft Office, especially Excel for reporting.
• Above average communication skills, both oral and written.
• Intermediate knowledge of Emerson products and services.

Responsibilities

• Respond, log, and monitor non-engineering customer chats, calls and e-mails in business systems (Mavenoid/Genesys/CRM Fusion incidents, CRM Leads, Opportunities, Support Requests).
• Validate customer information and product inquiries, including levels, classification, and tiering.
• Route inquiries to correct contact or allocate requests, tasks, or emails to appropriate support.
• Log or record inquiries and new customers in the system, updating records like address book setup.
• Handle online store support by collecting/verifying customer information and guiding store usage.
• Guide customers on locating reference documents, self-service tools, and correct contacts.
• Communicate with data owners to obtain input for reports and create reports of leads, opportunities, orders, and campaigns.
• Provide recommendations based on data analysis and participate in quality-improvement projects.
• Create and execute basic training on product, processes, and business tools.

Skills

Customer service

Communication

Data analysis

Team collaboration

Problem solving

Education

Bachelor's degree (4-year)

Tools

Mavenoid

Genesys

CRM Fusion

CRM Leads

CRM Opportunities

CRM Support Requests

Job description

Emerson Electric (Asia) Limited - ROHQ is seeking a Specialist II, Customer Care to deliver responsive, professional support and help shape customer experience. You will handle chats, calls, and emails, log incidents, validate data, route inquiries, and support online store users, aiming to improve service quality.

You'll build reports, share insights from data analysis, and participate in training on products, processes, and tools.