Customer Relationship Management (CRM)

AUDIO REFINERY INC.; Quezon City; On-site; PHP 350,000 - 550,000; Full time

Job summary

AUDIO REFINERY INC. is seeking a Customer Relations Management (CRM) specialist to guard brand reputation and ensure customer satisfaction across digital channels in Metro Manila.

You will manage inquiries, resolve after-sales issues, and monitor sentiment to support enduring trust and community presence. The role emphasizes strict SLA adherence, data-driven reporting, and a professional, empathetic customer experience aligned with brand tone.

Qualifications

• Bachelor's degree in Marketing, Communications, Business Administration, or Public Relations is typically required.
• Experience in Customer Service or Online Chat Support is preferred.
• Passionate about Customer Service and delivering helpful support.
• Ability to multi-task and tailor responses using customer information.
• Experience handling E-Commerce platforms is an advantage.
• Willing to be assigned in Eastwood, Bagumbayan, Quezon City.

Responsibilities

• Handle omnichannel inquiries across marketplaces, social media, email, and live chat.
• Monitor public reviews and responses to build community trust and maintain brand voice.
• Provide accurate product/order information and resolve issues end-to-end.
• Create and manage support cases, escalate complex issues to internal teams.
• Assist with returns, refunds, and order modifications when needed.
• Log data, track common issues, and produce CSAT-oriented insights.

Skills

Customer service

Multi-tasking

Communication

CSAT awareness

Public relations

Education

Bachelor's degree

Job description

Job Summary:

The Customer Relations Management (CRM) specialist is the primary guardian of brand reputation and customer satisfaction across all digital touchpoints. This role is responsible for managing the end-to-end customer journey, from handling initial inquiries across multiple platforms to resolving complex after-sales issues and managing public brand sentiment. By adhering to strict Service Level Agreements (SLAs) and utilizing data-driven reporting, the CRM specialist ensures a professional, consistent, and empathetic customer experience that strengthens brand trust and community presence.

Job Description:

1. Multi-Channel Support & Engagement

• Omnichannel Inquiry Handling: Manage customer communications across third-party marketplaces, delivery partners, social media (Meta/Instagram), email, and website live chats.

• Public Engagement: Monitor and respond to customer reviews on marketplaces and public comments on social media to build community trust.

• Brand Voice: Ensure all responses are professional, consistent, and strictly aligned with the brand's established tone and image.

2. Inquiry Resolution & Case Management

• Technical Assistance: Provide accurate information regarding products, order status, delivery tracking, and active promotions.

• Full-Cycle Resolution: Create, track, and manage support cases from initial contact until final resolution.

• Escalation Management: Identify complex or unresolved issues and elevate them to the appropriate internal teams for specialized handling.

3. Order & After-Sales Logistics

• Transaction Support: Assist customers with order confirmations, cancellations, and modifications.

• Returns & Refunds: Coordinate with operations, logistics, and finance teams to process returns, refunds, and replacements efficiently.

• Conflict De-escalation: Professionally address negative reviews and complaints in public channels, strategically redirecting them to private resolution when necessary.

4. Quality, Compliance & Reporting

• SLA Adherence: Meet defined service level agreements for response and resolution times while maintaining high customer satisfaction (CSAT) scores.

• Data Logging: Maintain meticulous records of customer interactions, common issues, and escalated cases.

• Insights & Strategy: Provide regular reports on customer sentiment trends and work with Marketing and E-commerce teams on long-term reputation strategies.

• Knowledge Management: Contribute to FAQ improvements and follow internal SOPs, utilizing approved macros and scripts.

Qualifications and Requirements:

• Bachelor’s Degree: Ideally in Marketing, Communications, Business Administration, or Public Relations or a related field is typically required.

• Preferably with Experience in Customer Service or Online Chat Support

• Passionate about Customer Service

• Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs

• With experience handling E-Commerce platform is advantage.

• Willing to assign in Eastwood, Bagumbayan, Quezon City.

Job Type: Full Time