Customer Service Officer

MyHealthyWay Clinic and Laboratory Corp.; Mandaluyong; On-site; PHP 180,000 - 300,000; Full time

Job summary

MyHealthyWay Clinic and Laboratory Corp. in Metro Manila is seeking a Customer Experience Officer to be the face of the company, handling inquiries, processing orders, and maintaining customer accounts across phone, email, and social media.

The role requires a professional demeanor, the ability to manage multiple channels, and collaboration with cross-functional teams to enhance overall customer satisfaction.

Qualifications

• Requires a minimum of 2 years of experience in customer service or related role.
• HND or equivalent qualification is typically required.
• Strong knowledge of customer engagement channels and experience in similar industries is a plus.
• Proficiency with CRM software and databases for tracking customer interactions.
• Ability to handle multiple channels (phone, email, social media) with professionalism.

Responsibilities

• Maintain a positive, empathetic attitude toward customers and respond promptly to inquiries.
• Acknowledge and resolve customer complaints efficiently and follow up to ensure resolution.
• Keep detailed records of customer interactions, transactions, comments, and complaints.
• Provide feedback on the efficiency of customer service processes and suggest improvements based on customer needs.
• Generate sales leads by identifying and assessing customer needs to achieve satisfaction.
• Engage in active listening with customers, confirming or clarifying information as necessary.
• Work with cross-functional teams to enhance overall customer satisfaction and contribute to team efforts.

Skills

Communication

Organizational skills

Conflict management

Adaptability

Multichannel communication

Education

HND or equivalent qualification

Tools

CRM software

Job description

A Customer Experience Officer acts as the face of the company, working closely with customers or clients to provide information about products and services, process orders and returns, and maintain customer accounts. The role requires a professional demeanor and the ability to handle customer interactions across multiple channels including phone, email, and social media.

Responsibilities

• Customer Interaction: Maintain a positive, empathetic attitude toward customers at all times and respond promptly to inquiries
• Complaint Resolution: Acknowledge and resolve customer complaints efficiently while following up to ensure resolution
• Record Keeping: Keep detailed records of customer interactions, transactions, comments, and complaints
• Feedback Collection: Provide feedback on the efficiency of customer service processes and suggest improvements based on customer needs
• Sales Support: Generate sales leads by identifying and assessing customer needs to achieve satisfaction
• Communication: Engage in active listening with customers, confirming or clarifying information as necessary
• Team Collaboration: Work with cross-functional teams to enhance overall customer satisfaction and contribute to team efforts by accomplishing related results as needed

Required Skills

• Communication Skills: Exceptional verbal and written communication abilities are crucial for interacting with customers effectively
• Organizational Skills: Highly detail-oriented and organized to manage multiple tasks
• simultaneously
• Conflict Management: Ability to handle conflicts calmly and professionally while providing appropriate solutions
• Technical Proficiency: Familiarity with CRM software and job-specific databases is essential for tracking customer interactions
• Adaptability: Must be able to work under pressure and adapt to changing circumstances in a fast-paced environment.
• A minimum of an HND (Higher National Diploma) or equivalent qualification is typically required
• At least 2 years of experience in a customer service or related role is preferred
• Strong knowledge of customer engagement channels and experience in similar industries can
• enhance effectiveness in this role