Customer Experience Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 246,000 - 357,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Customer Care Representative to deliver exceptional service across store and ecommerce channels. You will handle inbound calls, emails and inquiries, manage orders, returns and promotions with accuracy and empathy.

Key responsibilities include prompt, professional responses across phone, email, live chat and social media; maintaining accurate records, and liaising with internal teams to resolve issues while upholding ACL-like policies.

Qualifications

• Well-developed interpersonal skills and ability to build relationships with stakeholders at all levels.
• Strong communication skills via email, phone and in person.
• High standards and attention to detail
• Demonstrated time management and organisation skills.
• Strong relationship and rapport building skills.

Responsibilities

• Respond promptly and professionally to customer enquiries across all channels, including phone, email, live chat, SMS, and social media.
• Deliver accurate information regarding products, stock availability, order status, returns, and promotions.
• Ensure a first-contact resolution mindset and take ownership of resolving customer queries efficiently.
• Navigate and operate multiple systems effectively, including ERP, OMS software, Fluent, phone systems, email platforms, and external applications such as courier tracking.
• Handle complaints with empathy, patience, and a solution-focused approach.
• Apply problem-solving skills to resolve customer issues, escalating cases appropriately and in accordance with the defined escalation process
• Liaise with internal departments and external stakeholders to fulfil customer needs and ensure a seamless service experience.
• Provide feedback and insights from customers to support continuous improvement in service and product offerings.
• Comply with company Privacy Policy handling personal data.
• Process product replacements promptly and in accordance with company policy.
• Monitor and respond to customer messages and comments on social channels, ensuring timely, brand- aligned communication.
• Monitor and respond to product reviews across relevant platforms, providing assistance or clarification to customers when appropriate.
• Process customer refunds accurately and in line with company policies and Australian Consumer Law (ACL).
• Respond to incoming emails and forward or elevate enquiries to the appropriate team or department when necessary.
• Support the development and ongoing maintenance of up-to-date customer service processes and documentation.
• Maintain accurate customer records and detailed notes in internal systems following each interaction.

Skills

Interpersonal skills

Strong communication

Attention to detail

Time management

Relationship building

Education

Cert IV in Call Centre / Customer Service

Tools

ERP

OMS software

Fluent

Phone systems

Email platforms

Job description

Hammerjack Pty Ltd in the Philippines is seeking a Customer Care Representative to deliver exceptional service across store and ecommerce channels. You will handle inbound calls, emails and inquiries, manage orders, returns and promotions with accuracy and empathy.

Key responsibilities include prompt, professional responses across phone, email, live chat and social media; maintaining accurate records, and liaising with internal teams to resolve issues while upholding ACL-like policies.