Mechanical Engineer (Open to Fresh Graduates)

Thermovar Pipes Sales and Services; Quezon City; On-site; PHP 260,000 - 380,000; Full time

Job summary

Thermovar Pipes Sales and Services in the Philippines seeks a dedicated Customer Care professional to manage retail and project inquiries, ensure fast resolution, and uphold high customer satisfaction across multiple channels including social media and e-commerce platforms.

The role covers service center operations, spare parts stock control, and coordination with trade partners to deliver reliable after-sales support.

Qualifications

• Excellent written and verbal communication skills (English).
• Ability to plan, organize and execute.
• Information management.
• Team leadership.
• Formal presentation skills.
• Persuasiveness.
• Adaptability.
• Innovation.
• Judgment and decision-making.
• Stress tolerance.
• Proficient with Word, Excel, CRM and email tools.

Responsibilities

• Attend promptly to customer care for retail and project customers.
• Retail outlet service assistance.
• Knowledge enhancement for plumbers/technicians.
• Service center management.
• Maintain spare parts stock with traceable usage.
• Plan and monitor outsourced service network.
• Handle inbound/outbound calls and inquiries via channels.
• Respond to inquiries via amici.com.ph and social platforms.
• Assist with order tracking, inquiries, returns and complaints.
• Provide real-time customer support via messaging platforms.
• Prepare service and warranty reports.

Skills

Communication

Team leadership

Presentation skills

Persuasion

Adaptability

Innovation

Judgment

Decision making

Stress tolerance

CRM familiarity

Documentation

Tools

Word/Excel

CRM

Email

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