CUSTOMER RELATION

RSL Food Product; Tanza; On-site; PHP 201,000 - 312,000; Full time

Job summary

RSL Food Product is seeking a Customer Relations Staff to manage customer inquiries and concerns across multiple channels. You will provide accurate product and service information, maintain professional communication, and foster lasting relationships with customers.

The role involves documenting feedback, coordinating with Sales, Operations, and Logistics, and preparing routine reports. Fresh graduates may be considered; proficiency in MS Office is preferred.

Qualifications

• Graduate of a four-year course, preferably Business Administration, Marketing, Communication, or a related field.
• With experience in customer service, customer relations, or sales support is an advantage.
• Fresh graduates may be considered.
• Proficient in Microsoft Office applications, particularly Excel and Word.

Responsibilities

• Respond to customer inquiries through phone calls, emails, text messages, and other communication channels.
• Provide accurate information regarding company products, services, pricing, delivery schedules, and business transactions.
• Maintain professional and courteous communication with customers at all times.
• Assist customers with their requests, concerns, and other service-related inquiries.
• Establish and maintain good relationships with existing and potential customers.
• Receive, document, and acknowledge customer complaints, feedback, and service-related concerns.
• Coordinate with the concerned departments to investigate and resolve customer complaints.
• Monitor the status of pending concerns and ensure appropriate follow-up until resolution.
• Escalate serious or unresolved customer issues to the immediate supervisor.
• Recommend improvements based on recurring customer complaints and feedback.
• Ensure that customer concerns are handled professionally and within the company's established response timelines.
• Coordinate with Sales, Operations, Production, and Logistics regarding customer orders and service requirements.
• Follow up on order status, product availability, delivery schedules, and other customer-related transactions.
• Assist in communicating delivery delays, order adjustments, and other important updates to customers.
• Ensure that customer requests and instructions are properly relayed to the concerned departments.
• Support the coordination of customer-related activities to ensure smooth business transactions.
• Maintain an updated database of customer information and communication records.
• Prepare daily, weekly, and monthly customer relations reports.
• Document customer complaints, feedback, requests, and their corresponding resolutions.
• Monitor recurring customer concerns and prepare summaries for management evaluation.
• Maintain confidentiality of customer information and company records.
• Perform other related duties as may be assigned by the immediate supervisor.

Skills

Customer Service Excellence

Effective Communication

Complaint Handling

Problem-Solving

Interpersonal Skills

Documentation

Coordination

Time Management

Confidentiality

Education

Four-year degree in Business Administration / Marketing / Communications or related field

Tools

Microsoft Office (Excel, Word)

Job description

About the role

The Customer Relations Staff is responsible for handling customer inquiries, concerns, complaints, and feedback to ensure customer satisfaction and maintain positive business relationships. The position serves as the primary point of contact between the company and its customers, ensuring that all concerns are properly addressed, coordinated, documented, and resolved in a timely and professional manner.

II. Duties and Responsibilities

A. Customer Service and Communication

1. Respond to customer inquiries through phone calls, emails, text messages, and other communication channels.

2. Provide accurate information regarding company products, services, pricing, delivery schedules, and business transactions.

3. Maintain professional and courteous communication with customers at all times.

4. Assist customers with their requests, concerns, and other service-related inquiries.

5. Establish and maintain good relationships with existing and potential customers.

B. Customer Complaints and Concern Management

1. Receive, document, and acknowledge customer complaints, feedback, and service-related concerns.

2. Coordinate with the concerned departments to investigate and resolve customer complaints.

3. Monitor the status of pending concerns and ensure appropriate follow-up until resolution.

4. Escalate serious or unresolved customer issues to the immediate supervisor.

5. Recommend improvements based on recurring customer complaints and feedback.

6. Ensure that customer concerns are handled professionally and within the company's established response timelines.

C. Coordination and Monitoring

1. Coordinate with Sales, Operations, Production, and Logistics regarding customer orders and service requirements.

2. Follow up on order status, product availability, delivery schedules, and other customer-related transactions.

3. Assist in communicating delivery delays, order adjustments, and other important updates to customers.

4. Ensure that customer requests and instructions are properly relayed to the concerned departments.

5. Support the coordination of customer-related activities to ensure smooth business transactions.

D. Documentation and Reporting

1. Maintain an updated database of customer information and communication records.

2. Prepare daily, weekly, and monthly customer relations reports.

3. Document customer complaints, feedback, requests, and their corresponding resolutions.

4. Monitor recurring customer concerns and prepare summaries for management evaluation.

5. Maintain confidentiality of customer information and company records.

6. Perform other related duties as may be assigned by the immediate supervisor.

III. Qualifications

• Graduate of any four-year course, preferably Business Administration, Marketing, Communication, or a related field.

• With experience in customer service, customer relations, or sales support is an advantage.

• Fresh graduates may be considered.

• Proficient in Microsoft Office applications, particularly Excel and Word.

• Excellent verbal and written communication skills.

• Good interpersonal and problem-solving skills.

• Patient, professional, and customer-oriented.

• Able to handle complaints and work under pressure.

• Organized and capable of managing multiple customer concerns simultaneously.

IV. Required Skills and Competencies

• Customer Service Excellence

• Effective Communication

• Complaint Handling and Resolution

• Problem-Solving Skills

• Interpersonal and Relationship-Building Skills

• Report Preparation and Documentation

• Coordination and Follow-Up

• Time Management

• Professionalism and Confidentiality