Customer Success Engineer — Service & Support Lead

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

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