Customer Service Representative

Equilibrium Intertrade Corporation; Baguio; On-site; PHP 279,000 - 502,000; Full time

Job summary

Equilibrium Intertrade Corporation in the Philippines is seeking a CARE Specialist to manage the customer database, including status, history, and preferences, and to support the sales force with accurate information.

You will handle inbound/outbound calls, assist walk-ins, assess needs, and propose solutions while maintaining professionalism and data integrity across touchpoints.

Qualifications

• 2+ years in customer support or telesales preferred.
• Proficient in Google or MS Office applications.
• Excellent written and verbal communication; professional phone etiquette.

Responsibilities

• Manage inquiries via email, phone, chat, and in-person interactions.
• Act as online account manager for small/micro accounts when assigned.
• Resolve customer complaints with timely, appropriate solutions and follow-up.
• Build relationships with customers through open, interactive communication.
• Support Sales Team with onsite needs: documents, price lists, and quotations.
• Process orders accurately and ensure fulfillment and follow-through.
• Provide up-to-date product and service information to customers.
• Identify customer needs to enhance satisfaction and loyalty.
• Conduct customer surveys to measure satisfaction and gather feedback.
• Maintain data integrity and cleanliness of the customer database.

Skills

Customer service

Communication skills

Organisational skills

Phone etiquette

Problem solving

Education

College graduate

2 years in college

Tools

Microsoft Office

Google Workspace

Job description

About the role

The CARE Specialist is the primary custodian of the customer database, including their status, transaction history, nature of business, and preferences. CARE Specialists are the go-to unit for getting things done for customers. They are a major support group of the entire sales force, helping to ensure the success and business sustainability of EQ Customers. The CARE service team ensures a seamless customer experience on all touchpoints. The CARE Specialist is a versatile tactical team member who can handle inbound and outbound calls, accomplish administrative tasks with superb organisational skills, entertain walk-in clients, assess their needs, recommend solutions, and leave a good impression on behalf of the company. They are a pro-active individual always ready to act on each step of the customer journey, addressing and anticipating any pain point the customer may encounter. They are always available and attentive, reliable, and accountable. They are an enthusiastic team player, a willing contributor to process and creative innovations, with a strict sense of professionalism and high awareness of business etiquette.

Key responsibilities

• Confidently manage inquiries through different sources - email, phone calls, mobile messaging tools, social media channels, and face-to-face
• Serve as the company's representative (online account manager) for small and micro accounts if assigned
• Handle customer complaints, provide appropriate solutions and alternatives within expected turn-around time, and follow through to ensure resolution
• Build sustainable relationships and trust among customer accounts through open, interactive and structured communication
• Assist the Sales Team with urgent onsite needs when the Sales Teams are offsite or with a client, including document requirements, price lists, initial inquiries, and basic quotations
• Perform efficient and accurate order-taking, processing, fulfillment, and follow through
• Provide correct and up-to-date information regarding any product, service, customer data, and other company activities or corporate updates
• Identify and assess customers' needs to achieve superior customer satisfaction
• Conduct customer surveys to determine customer satisfaction rating such as NPS (Net Promoter Score), CES (Customer Effort Score), and overall customer satisfaction
• Ensure the integrity of the customer database is always intact, updated, and active, and maintain customer database cleanliness with the help of the Sales Teams

About you

• College graduate or at least 2 years in college
• Preferably 2+ years' work experience in a customer support team with a superior track record in handling customer inquiries, over-the-phone sales (telesales) and service encounters, and other active role as a primary customer point-of-contact
• Proficient knowledge of customer service, and standard office practices and procedures
• Proficient computer skills especially in Google or MS Office applications, or similar tools available online or offline
• Effective communication skills, both written and verbal, including confidence and sensibility, active and sincere listening
• Strong people skills
• Excellent phone and business correspondence etiquette
• Outstanding organisational skills
• Available to work shifts, when needed
• Keeps a collected composure, especially when amidst a negative customer experience

About us

At Equilibrium Intertrade Corporation, we are committed to being customer centric, valuing our customers both inside and outside the organization. Our passion for innovation drives us to continually learn and adapt, as we believe that to lead in our industry, we must never stop exploring new ideas. We stand resilient and steadfast, embodying a winning spirit that thrives amid challenges, fully committed to the growth of the coffee industry. Our collaborative nature allows us to engage with a diverse community-Farmers, Baristas, small business owners, and representatives from coffee chains-treating each individual with the respect and attentiveness they deserve. Our commitment to sustainability makes us future-friendly, as we diligently practice environmentally responsible initiatives. We take pride in being Equilibrium, a work environment where people can shine, speak up, and bring out the best in themselves and support one another like family.