Customer Service Coordinator I

Dover Business Services; Cebu City; On-site; PHP 250,000 - 400,000; Full time

Job summary

Dover Business Services in Cebu City is seeking a customer operations professional to support strategic management and frontline customer care. You will engage with customers via tickets and calls, resolve issues, and coordinate with shipping, engineering, and support teams to ensure smooth resolution.

Strong communication, problem solving, and teamwork are essential as you help identify patterns and bottlenecks while delivering excellent service within a global DBS network.

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 whether it is through calls or emails.

Responsibilities

• Present ideas and solutions to help improve performance, domain processes and company policies.
• 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.
• 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.
• Coordinates with other departments of Dover Food Retail such as shipping, engineering, technical support and etc. to resolve customer's issues.
• Communicate and recommend observable patterns, customer behaviors, pain points and bottlenecks to Team Lead.

Skills

Communication Skills

English Proficiency

Problem Solving

Attention to Detail

Research Ability

Decision Making

Customer Service

Negotiation

Education

Bachelor's Degree

Tools

Microsoft Office

Salesforce

InContact CRM

ERP Systems (AS400, Visual, SyteLine, Oracle)

Job description

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.
• Coordinates with other departments of Dover Food Retail such as shipping, engineering, technical support and etc. 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

• Technical Skills o 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.