CUSTOMER SUPPORT OFFICER

Private Advertiser; Makati; On-site; PHP 240,000 - 360,000; Full time

Job summary

Private Advertiser is seeking a Customer Support Officer in Makati to handle inquiries via voice and non-voice channels, assist with product and service requests, and coordinate repairs and quotations. You will collaborate with internal teams to resolve issues and maintain accurate records of customer interactions.

The role requires a background in customer service and experience with ERP systems, SAP, and MS Office.

Qualifications

• Bachelor’s degree in a related business field.
• Experience in customer service, support, service coordination, or sales help.
• Experience handling voice and non-voice interactions.
• Experience coordinating repair or service requests and warranties is preferred.
• Experience with quotations, estimates, and service transactions.

Responsibilities

• Handle customer inquiries via voice and non-voice channels (phone, email, chat, etc.).
• Assist with product inquiries, service requests, repair concerns, and warranty matters.
• Coordinate repair requests and service schedules with technicians and departments.
• Monitor repair status and provide timely updates to customers.
• Prepare quotations, repair estimates, and service-related documents.
• Explain quotations and service costs to customers.
• Coordinate quotation approval and follow up on service requests.
• Assist with sales inquiries and customer requirements.
• Collaborate with Sales, Service, Parts, and other teams to process requests.
• Handle escalated concerns and arrange appropriate solutions with teams.
• Maintain records of inquiries, repairs, quotations, and transactions.
• Process customer data using SAP or other ERP systems.
• Prepare reports on customer concerns, repairs, and quotations.
• Follow up on pending concerns until resolution.
• Perform other related duties as assigned.

Skills

Customer service

Communication skills

Coordination

Problem solving

Multitasking

Education

Bachelor's degree in Business Administration/Marketing/Management

Tools

SAP

Microsoft Office

ERP systems

Job description

CUSTOMER SUPPORT OFFICER

Job Summary

Responsible for handling customer inquiries and concerns through voice and non-voice channels. The role focuses on customer assistance, product and repair concerns, service coordination, quotation preparation, and sales-related support. Coordinates with internal teams and service personnel to ensure customer concerns and requests are properly addressed and resolved.

Key Responsibilities

• Handle customer inquiries and concerns through voice and non-voice channels, including phone calls, email, chat, and other communication platforms.

• Assist customers with product inquiries, service requests, repair concerns, and warranty-related matters.

• Coordinate repair requests and service schedules with technicians, service centers, and concerned departments.

• Monitor repair status and provide timely updates to customers.

• Prepare and process quotations, repair estimates, and service-related documents.

• Explain quotations, pricing, repair costs, and service requirements to customers.

• Coordinate with customers regarding quotation approval, repair status, and completion of service requests.

• Assist with sales inquiries, product information, and customer requirements.

• Coordinate with Sales, Service, Parts, and other departments to ensure proper processing of customer requests.

• Handle escalated customer concerns and coordinate appropriate solutions with concerned teams.

• Maintain accurate records of customer inquiries, repairs, quotations, and transactions.

• Process and update customer and transaction information using SAP or other ERP systems.

• Prepare reports related to customer concerns, repairs, quotations, and other transactions.

• Monitor pending concerns and ensure proper follow-up until resolution.

• Perform other related duties as assigned.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Management, or a related field.

• With experience in customer service, customer support, service coordination, or sales support.

• Experience handling both voice and non-voice customer interactions.

• Experience in repair coordination, service requests, warranty concerns, or technical customer support is preferred.

• Experience in preparing and handling quotations, estimates, and service-related transactions.

• With exposure to sales or product-related customer assistance is an advantage.

• Experience using SAP or other ERP systems is preferred.

• Good communication and customer-handling skills.

• Strong coordination, follow-up, and problem-solving skills.

• Organized and detail-oriented, with the ability to handle multiple customer concerns and transactions.

• Proficient in Microsoft Office and other relevant business systems.