Customer Service Coordinator I

Dover Business Services; Cebu City; On-site; PHP 390,600 - 613,800; Full time

Job summary

Dover Business Services in Cebu, Philippines, is seeking a Customer Service Coordinator I to serve as the frontline contact for quotes, orders, and follow-ups. You will coordinate with shipping, engineering, and technical support to resolve issues and deliver timely responses.

The role emphasizes strong English communication, research-driven problem solving, and a cooperative spirit to wow customers through humane service and efficient resolutions.

Qualifications

• Bachelor’s Degree is required for this position.
• 3 Years experience in the BPO or Shared Services industry.
• 3 Years experience in handling customers via calls or emails.

Responsibilities

• Respond and resolve customer queries through tickets and phone calls.
• Research information and resolutions for customer issues and inquiries; process quotes and orders.
• Coordinate with shipping, engineering, and technical support to resolve customer issues.

Skills

Customer service

Communication

English proficiency

Problem solving

Education

Bachelor’s degree

Tools

Salesforce

InContact

AS400

Visual

SyteLine

Oracle

Job description

Position Title: Customer Service Coordinator I
Reporting To: Team Lead, Customer Experience
Location: Cebu, Philippines

Summary Description

The Customer Service Coordinator I is the front-line point of contact for our customers who need to get a quote, order parts, and follow up on an order. He/She provides the best support by researching the issue and providing the best solution possible for our customers. He/She will coordinate with other departments to ensure that customer’s issues or problems are being taken care of. He/She should be able to "wow" our customers through timely, efficient and humane responses to our customers.

Job Description

• Strategic Management: Present ideas and solutions to help improve performance, domain processes, and company policies.
• People Management: Participate in Team and Company activities such as town halls, team huddles and updates; interact with teammates and share input in creative problem solving projects and action plans.
• Technical/Functional Management: Respond and resolve customer queries through tickets and phone calls; research information and resolution for customer issues and inquiries; process quotes and orders of customers; coordinate with other departments such as shipping, engineering, technical support to resolve customer’s issues; communicate and recommend observable patterns, customer behaviors, pain points and bottlenecks to Team Lead.

Qualifications And Educational Requirements

• Bachelor’s Degree is required for this position.
• 3 Years experience in the BPO or Shared Services industry.
• 3 Years experience in handling customers whether it is through calls or emails.

Preferred Skills

• Basic knowledge of Microsoft Programs.
• Basic knowledge or experience in Salesforce and InContact (CRM) is preferred.
• Knowledge in ERP Systems such as AS400, Visual, SyteLine, Oracle is a plus.
• Communication Skills.
• Good English communication skills in oral and written communication.
• Above average comprehension skills.
• Negotiation skills is a plus.
• Problem Solving Skills.
• Attention to details.
• Knows how to conduct research.
• Decision Making Skills.
• Customer Service Skills.

Company Overview

Dover Business Services (DBS) is an independent business-to-business service provider within Dover Corporation, a diversified global manufacturer with annual revenues of $7.5 billion. DBS is accountable for delivering selected transactional services in Finance, IT and HR to the entire organization. With locations in Hamilton, Ohio, Dundee, Scotland and soon to be Suzhou, China, DBS centers operate across the globe to maximize service to our operating companies (OpCos). Dover Corporation delivers innovative equipment and components, specialty systems and support services through four major operating segments: Energy, Engineered Systems, Fluids, and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for nearly 60 years, our team of over 27,000 employees takes an ownership mindset, collaborating with customers to redefine what’s possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under “DOV.”