Customer Service Associate (Fixed Term - 5 months)

BF JADE E-SERVICES PHILIPPINES INC.; Muntinlupa; Hybrid; PHP 201,000 - 312,000; Full time

Job summary

BF JADE E-SERVICES PHILIPPINES INC. is seeking a Customer Service Associate to provide product and service information, resolve issues, and support both B2B and B2C channels.

You will work in a hybrid setup with 4 days work-from-home and 1 day on-site weekly at MCX, Muntinlupa-Cavite Expressway, coordinating with an Operations Supervisor and a fast-paced team.

Qualifications

• Minimum of at least 3 to 6 months work experience in customer service
• Willing to shift schedule and overtime
• Flexible and adaptable to schedule changes
• Able to multitask and manage time effectively
• Able to establish rapport and collaborate with others
• Analytical with negotiation and problem-solving skills
• Strong conversational English communication skills
• Tech requirements include Windows 10, 4GB RAM, i5-class processor

Responsibilities

• Coordinate and report directly to an Operations Supervisor/ Team Leader.
• Handle high volumes of inquiries from customers across calls, emails, chats, social media, back office and other channels.
• Gather information, assess needs and educate customers regarding products and services.
• Resolve issues via one touch resolution or escalated process.
• Balance company policy and customer benefit in decision making.
• Identify opportunities to drive process improvements for the client and customers.
• Demonstrate the ZALORA culture through behavior and attitude.
• Perform other duties as assigned.

Skills

Multitasking

Time management

Communication skills

Analytical thinking

Negotiation skills

Rapport building

Team collaboration

Adaptability

Tools

Windows 10

Job description

The Customer Service Associate is responsible for providing product and service information and resolving product and service problems. This is achieved by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. A key expectation is to have the flexibility to handle multiple channels and be able to switch between B2B and B2C functions.

RESPONSIBILITIES:

• Coordinate and report directly to an Operations Supervisor/ Team Leader.
• Professionally handle high volumes of incoming inquiries from customers (calls, emails, chats, social media, back office and other B2C/B2B channels)
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services.
• Resolve customer issues via one touch resolution guidelines and/or escalated process.
• Maintain a balance between company policy and customer benefit in decision making.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
• Demonstrate the ZALORA culture through both behavior and attitude.
• Performs other duties or responsibilities as assigned.

REQUIREMENTS:

• Minimum of at least 3 to 6 months work experience in customer service
• Must be amenable to shifting schedule and should be flexible with working hours, overtime covering pre/post-shift or during rest days.
• Flexible and Adaptable to changes in schedule or processes that impact their current scope
• Ability to multitask, prioritize and manage time effectively
• Ability to establish rapport and can easily collaborate with others
• Analytical with effective negotiation and problem-solving skills
• Strong conversational English communication skills
• Technology must be at least i5 processor or similar specs, 4gb RAM, Windows 10(Company-provided)
• Internet connection must be at least 15 mbps or higher.

• Ability to work in a hybrid environment, working from home (WFH) 4 days per week and on site (RTO) 1 day per week in Muntinlupa-Cavite Expressway (MCX)