Customer Service Specialist

Enzo; Metro Manila; On-site; PHP 279,000 - 469,000; Full time

Job summary

Enzo in the Philippines seeks a motivated Member Services Specialist to be the primary contact for Access members, organizations, and merchants, delivering world-class service by phone with occasional email support.

You will educate users on website usage and discounts, troubleshoot issues, and support various projects while maintaining reliable attendance and punctuality. Strong English skills and a track record of building client relationships are essential.

Qualifications

• Fluent in English is required.
• Minimum of 3 years in customer service preferred.
• Experience handling travel accounts is a plus.
• Proficient with Microsoft Word, Excel, PowerPoint, Outlook.
• Strong telephone, written and verbal communication skills.
• Proven ability to build relationships with clients over the phone.

Responsibilities

• Provide exceptional customer service to Access members, organizations, and merchants via phone.
• Spend 80–85% of your day assisting members through inbound calls.
• Educate members on website usage and merchant discounts.
• Troubleshoot website issues and demonstrate problem-solving skills.
• Assist with various projects as needed.
• Ensure consistent attendance and punctuality.
• Guide callers through the website and resolve error-related queries.
• Inform customers about and cross-sell Access products when appropriate.
• Collect and report member information to relevant department if merchants are non-compliant.

Skills

Fluent English

Customer service experience

Travel accounts experience

Strong communication

Relationship building

Telephone skills

Tools

Microsoft Office Suite

CRM applications

Web-based CRM

Databases

Job description

As a Member Services Specialist, you will be the primary point of contact for Access members, organizations, and merchants. Your responsibility will be to provide world-class customer service during every interaction. You will play a crucial role in fostering member loyalty and driving the usage of Access discounts and websites. This role primarily involves assisting customers over the phone, with occasional email support.

Key Responsibilities

• Provide exceptional customer service to Access members, organizations, and merchants via phone
• Spend 80–85% of your day assisting members through inbound calls
• Educate members on website usage and available merchant discounts
• Demonstrate problem-solving skills when troubleshooting website issues with members
• Assist with various projects as needed
• Ensure consistent attendance and punctuality
• Guide callers through the website and resolve any error-related queries
• Inform customers about and cross-sell Access products when appropriate
• Collect and report member information to the relevant department if merchants are non-compliant

Qualifications

• Fluent in English is required
• A minimum of 3 years of customer service experience is preferred
• Experience handling travel accounts is a plus
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Internet usage; experience with databases and web-based CRM applications is a plus
• Strong telephone, written, and verbal communication skills
• A proven track record of building strong relationships with clients/customers over the phone is preferred
• Understanding of loyalty programs is a significant advantage