Customer Success Engineer (Mechanical, Industrial, Electrical Engineering)

Amici Mercantile Inc.; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Amici Mercantile Inc. seeks a Customer Care Specialist to enhance customer satisfaction across retail and trade channels. You will oversee call center activities, manage service centers, and coordinate outsourced networks to ensure quick responses and effective issue resolution.

The role requires strong English communication, leadership, and proficiency with Word, Excel, and CRM tools. You will engage customers via messaging apps and social platforms to deliver timely support and protect brand

Qualifications

• Excellent written and verbal communication in English.
• Ability to plan, organize and execute tasks with attention to detail.
• Strong informational management and problem-solving capabilities.
• Team leadership and formal presentation skills are required.
• Persuasiveness and adaptability to changing circumstances.

Responsibilities

• Attend promptly to customer needs and ensure satisfaction for reactive and proactive care.
• Support retail outlets and service staff to resolve issues and prevent recurrence.
• Maintain knowledge for plumbers/technicians and maintenance staff.
• Coordinate with trade partners for service coverage.
• Manage service center operations and spare parts traceability.
• Plan and monitor outsourced service networks for efficiency.
• Handle inbound/outbound calls and respond to inquiries across channels.

Skills

Team leadership

Communication skills

Persuasiveness

Adaptability

Innovation

Judgment

Decision making

Stress tolerance

CRM usage

Documentation

Planning & organizing

Tools

MS Word

MS Excel

CRM software

Email management

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
• 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