Customer Support & Operations Analyst I

Solenis LLC; Makati; Presencial; PHP 320.000 - 420.000; Jornada completa

Descripción de la vacante

Solenis LLC in Makati, Philippines is seeking a Customer Service professional to respond to inquiries via phone, email, and chat. You will process orders, manage invoices, and support service activations and terminations, ensuring swift and accurate resolution.

You will collaborate with Sales and other teams to keep customers informed, build relationships, and uphold service quality. We value customer focus, clear communication, and problem-solving to deliver a positive experience.

Formación

• Experience in customer service or contact center environment.
• Strong verbal and written communication skills.
• Familiarity with CRM systems is a plus.

Responsabilidades

• Process all customer orders accurately and on time.
• Handle and resolve customer complaints with collaboration from other teams.
• Respond to customer inquiries via phone, email and website chat; manage customer relationships.
• Provide sales support and ensure visibility of key customer issues to Sales.

Conocimientos

Customer service

Order management

Complaint handling

Sales support

Communication

Descripción del empleo

About us

In July 2023, Diversey was bought by Solenis. The agreement unites two of the industry's heavyweights with activities in related and highly complementary markets. Solenis produces sustainable specialty chemicals for water-intensive industries, while Diversey specializes in providing solutions and technologies within cleaning, hygiene and infection prevention.

With the acquisition, Solenis has activities in over 130 countries, with 71 production facilities and over 15,000 employees. In 2024, Solenis is Recognized as a US Best Managed Company for the third consecutive year. For over 100 years, we at Diversey have worked to further develop and adapt our wide range of cleaning and hygiene solutions.

Our solutions include everything from patented cleaning agents, dosing and dispensing equipment, floor machines, digital monitoring systems, services and advice. Business we serve: Facility Management, Building Service Contractors, Foodservice, Hospitality, Public Sector, Healthcare, Channel Partners etc. We are green at heart and working with sustainable development as a very comprehensive concept that deals with both environmental, economic and social aspects.

Thanks to our long history as a market leader in hygiene, infection prevention and cleaning solutions, the name Diversey has today become synonymous with quality and credibility.

As an employee

At Diversey, we have a culture with focus on diversity, inclusion, well-being, flexibility and orderliness - where we respect each other, where we as a company have employed the whole person, and where there is room for and understanding of the whole person. We value the great importance of a good social environment, and we prioritize a safe working environment where you can feel safe and comfortable. Employee satisfaction and engagement is very important to us - we want to make sure that you develop and stay with us for many years.

About the role

The Customer Service role is responsible for responding to customer inquiries via telephone, email, and website chatbot in a timely and professional manner, in line with established service and quality standards.

The role also processes customer orders, invoices, account-related transactions, and applications for new services, maintenance, and service termination, while troubleshooting customer issues and resolving complaints effectively to ensure a positive customer experience.

Key responsibilities

Order Management

• Process all orders efficiently, accurately and in line with policies and procedures
• Run and follow up on various control reports to ensure that the order-to-pay process is fulfilled

Complaint Management

• Handle and close customer complaints on time
• Collaborate with other functions to close complaints

Customer Management

• To handle all incoming telephone calls and emails dealing with Customers' needs
• Build relationships with key customers

Sales Support

• Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution.
• Communicate with Sales Account Managers (by email/phone), enabling complete visibility of key Customer issues.
• Attend relevant meetings to identify ways we can improve the service we offer to both internal and external Customers and to communicate Customer Service KPIs and strategy.

Come join our team as a Customer Service professional and make a difference in every customer interaction!