Customer Service Officer

TST Holdings Corp.; Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading company in customer service is looking for a Customer Relations Specialist to enhance client interactions and satisfaction. The role involves managing communications, resolving complaints, and implementing service marketing strategies. Ideal candidates will have a background in marketing, communication, or hospitality and possess strong interpersonal skills to thrive in a fast-paced environment.

Qualifications

• Graduate of a 4-year course, preferably in marketing, communication, or hospitality.
• Minimum of 2 years’ experience in Customer Relations.
• Proficient in MS Office tools.

Responsibilities

• Assist in customer communications and manage service inquiries.
• Coordinate with dealers to resolve customer concerns.
• Monitor and develop customer care strategies.

Skills

Time Management

Customer Service

Communication

Interpersonal Skills

Marketing Knowledge

Education

Bachelor's Degree in Marketing

Bachelor's Degree in Communication

Bachelor's Degree in Hospitality

Tools

MS Word

Excel

PowerPoint

Job description

MAJOR RESPONSIBILITIES:

1. Assists in Customer-Business Communications.

• Distributes/send emails, letters and other correspondence regarding campaigns, service marketing and other materials for new and existing customers.

• Manages service mobile hotline; ensures all calls are answered within 3 rings except during holidays and beyond working hours. To reply immediately the following day.

• Handle website and social media inquiries. Ensure acknowledgement and strictly observe response time within 24 hours.

• Improves customer service experience by providing customer feedback/comments received from CSI calls

2. Coordinates with dealer Customer Relations Officer/Service Manager and Aftersales Officer/Manager. Monitor customer issues and resolution.

• Attend to inquiries from service hotline, email and websites; make sure to disseminate to concerned parties. Coordinate with dealer customer relations officer/Service Manager and aftersales officer/manager.

• Assists dealers in customer handling. Ensure prompt and successful response to customer concerns.

• Monitor track status of concern and ensure closing and concern resolution.

• Consolidates all customer inquiries/concerns received and use all information to support in improvement of processes.

• Consolidates all dealer customer relations related reports and ensure timely submission

3. Monitors Customer Care Strategies

• Reviews customer care practices on a continual basis to make sure that all customers are getting the attention they deserve.

• Assists in developing and implementing customer care strategies/programs.

• Creates engaged customers and facilitates organic growth. Generates monthly customer complaint monitoring report

4. Collaborates to Ensure Customer Satisfaction.

• Conducts customer satisfaction index (CSI) post sales and post service follow up calls.

• Generates call sales and service call lists from One System (OS)

• Consolidates all customer feedback/comments received from post sales and service follow up; share input on product development, sales, marketing and distribution

5. Supports Dealer Operations to achieve units received and parts sales through various programs.

• Assists in developing and implementing service marketing programs

6. Complies with ISO policies and procedures

7. Performs other tasks assigned by the immediate head

REQUIREMENTS:

1. Graduate of a 4 year course preferably marketing, communication and hospitality background.

2. Minimum of 2 years’ experience in Customer Relations in the service industry.

3. Has excellent time management skills.

4. Has experience working in a diverse organization.

5. Experience in handling complaints and inquiries.

6. With marketing background

7. Knowledge of market research, communication methods, analysis.

8. Proficient in the use of word, excel, Powerpoint.

9. Good communicator, both verbally and in writing.

10. Able to work as part of a team.

11. Has interpersonal skills.

12. Enjoys working in a fast paced environment.