Customer Success Engineer (Mechanical, Electrical, Industrial)

Thermovar Pipes Sales and Services; Quezon City; On-site; PHP 335,000 - 614,000; Full time

Job summary

Thermovar Pipes Sales and Services in the Philippines seeks a proactive customer care professional to manage retail support, service center operations, and outsourced network coordination. The role emphasizes fast response times, accurate record-keeping, and high customer satisfaction across chat, phone, and social channels.

Responsibilities include handling inquiries on amici.com.ph, Lazada, Shopee, TikTok, and Grab, while ensuring proper spare parts control and efficiency in service delivery

Qualifications

• Must possess excellent written and verbal English communication skills.
• Ability to plan, organize and execute tasks in a fast-paced environment.
• Strong information management and documentation discipline.
• Demonstrated team leadership and formal presentation abilities.
• Ability to persuade customers and trade partners while maintaining professionalism.

Responsibilities

• Attend promptly to customer satisfaction for reactive/proactive care for retail and project customers.
• Provide retail outlet service assistance and knowledge sharing for plumbers/technicians.
• Support trade partners with customer care and market activities; manage service network.
• Oversee service center operations and maintain traceable spare parts stock.
• Plan and monitor outsourced service network for proper performance.
• Handle inbound/outbound calls for customer support via mobile/landline.
• Respond to inquiries via amici.com.ph and manage customer interactions on Lazada/Shopee/TikTok/Grab.
• Provide end-to-end sales assistance, order entry, tracking, inquiries, returns and complaints.
• Ensure fast response times and high customer satisfaction ratings across channels.

Skills

Excellent written and verbal comms

Planning and organizing

Information management

Team leadership

Formal presentation

Persuasiveness

Adaptability

Innovation

Judgment

Decision making

Stress tolerance

MS Word / Excel / CRM / Email

Knowledge enhancement targets

Spare parts transaction tracking

Customer satisfaction focus

Tools

CRM software

Microsoft Word

Microsoft Excel

Email tools

Job description

Job Description:

Gathers customer feedback thru various channels and works towards resolving customer issues within appropriate service levels, and improving the environment to prevent recurrence of issues. Aims to delight customers, assist customers with issues and convert them to advocates.

Duties and responsibilities:

• Attend promptly Customer to satisfaction for reactive / proactive Customer Care assistance for retail and project customer

• Retail outlet service assistance

• Perform knowledge enhancement activities for plumber / technician / maintenance staff

• Attend for Customer Care assistance of trade partners (Market)

• Service center management

• Maintain right spare parts stock and with clear trace and track of its usage

• Plan , appoint, manage and monitor outsourced service network for its proper working

Call Center Management

• Handling inbound and outbound calls (mobile,landline)

• Manage and respond to customer inquiries via amici.com.ph

• Manage customer interactions across Lazada, Shopee, Tiktok, Grab

• End-to-end express sales assistance when needed

• eCommerce order entry (Creating Sales Order)

• Assist with order tracking, product inquiries, returns, and complaints

• Ensure fast response times and high customer satisfaction ratings

• Messaging Platforms

• Provide real-time customer support via:

• Viber

• WhatsApp

• Assist customers with inquiries, orders, and follow-ups

• Social media engagement

• Respond to customer messages, comments, and inquiries on:

• Facebook

• Instagram

• TikTok

Documentation and Reporting;

• Keep accurate records of customer interactions and cases

• Prepare reports related to:

• Service and maintenance

• Installation and testing

• Warranty report (warranty claims across branches)

• Service call response time

Functional Requirements:

• Excellent written and verbal communication skills (English )

• Ability to plan, organize and execute

• Information management

• Team-leadership

• Formal presentation skills

• Persuasiveness

• Adaptability

• Innovation

• Judgment

• Decision-making

• Stress tolerance

• Ability to work on / thru word doc, XLS, online CRM and email.

• Less open service call count : less than 2 days , average service call flow.

• Accomplish successfully knowledge enhancement targets.

• Spares MSL maintenance with total track of spare part transaction.

• Nil escalation from trade partners.

• Customer satisfaction

ADVANTAGE SKILLS/QUALIFICATIONS:

• Graphic design

• CAD

• PRC

• Government compliance for LTO