Customer Service Representative

SONAK Group; Muntinlupa; On-site; PHP 279,000 - 390,600; Full time

Job summary

SONAK Group is looking for a customer support representative in Muntinlupa, Metro Manila. In this role, you will engage with customers through various channels to provide prompt and professional assistance.

Your responsibilities include handling post-purchase concerns, assisting with order placements, and offering personalized product recommendations. Collaboration with internal teams will ensure a seamless resolution of customer issues aligned with the company's brand values.

Responsibilities

• Engage with customers directly through chat, email, or customer service platforms.
• Handle and resolve post-purchase concerns, including refunds and return requests.
• Assist customers with order placements and track deliveries.
• Offer personalized product recommendations based on customer preferences.
• Collaborate with internal teams to ensure seamless resolution of customer issues.

Job description

• Engage with customers directly through chat, email, or customer service platforms to answer questions and provide prompt, professional support
• Handle and resolve a variety of post-purchase concerns, including:
• Refund and return requests (including defective or incorrect items)
• Points accreditation
• Order cancellations and changes before dispatch
• Out-of-stock (OOS) issues, including suggesting alternatives or providing updates
• Assist customers with order placements, helping them navigate the website or app and confirm product availability
• Track and monitor deliveries, proactively providing customers with shipping updates and helping to resolve any logistics-related concerns
• Offer personalized product recommendations based on customer preferences, needs, or browsing behavior to enhance the shopping experience
• Collaborate with internal teams (logistics, sales, inventory, and marketing) to gather accurate information and ensure a seamless resolution of customer concerns
• Record customer feedback and recurring issues to help improve products, services, and processes
• Ensure all customer interactions align with the companys tone of voice and brand values
• Meet performance targets, such as response time, resolution time, and customer satisfaction ratings