Multichannel Customer Experience Specialist

GFL Metro Communities Inc.; Philippines; Remote; PHP 240,000 - 360,000; Full time

Job summary

GFL Metro Communities Inc. in the Philippines is seeking a proactive Customer Service Associate to handle inquiries across phone, email, and in-person visits, delivering prompt, professional assistance and accurate information.

You will document interactions, collaborate with cross-functional teams, monitor service standards, and escalate complex issues to appropriate departments to ensure timely resolutions.

Qualifications

• Respond promptly and professionally to client emails, inquiries, requests, concerns, and complaints.
• Provide clients with accurate, timely, and updated information regarding project developments, unit status, turnover schedules, company circulars, and Certificate of Condominium Title (CCT) processing.
• Maintain complete, accurate, and organized records of all client interactions, including concerns raised and corresponding actions taken.
• Escalate special requests, complex concerns, and unresolved issues to the appropriate departments.
• Monitor and coordinate the processing and transfer of clients' individual CCTs, ensuring timely updates and proper documentation.
• Prepare and submit required reports, status updates, and documentation related to customer service operations.
• Coordinate with internal departments to facilitate timely resolution of client concerns.
• Uphold professionalism, confidentiality, and high customer service standards.
• Report directly to the Customer Service Officer and Customer Service Manager.
• Perform other duties as assigned by Management.

Responsibilities

• Respond promptly and professionally to client emails, inquiries, requests, concerns, and complaints, ensuring all matters are properly addressed or endorsed to the appropriate department for immediate action.
• Provide clients with accurate, timely, and updated information regarding project developments, unit status, turnover schedules, company circulars, and Certificate of Condominium Title (CCT) processing.
• Maintain complete, accurate, and organized records of all client interactions, including concerns raised and corresponding actions taken, to ensure proper monitoring and follow-up.
• Escalate special requests, complex concerns, and unresolved issues to the Customer Service Officer, Customer Service Manager, or relevant departments as necessary.
• Monitor and coordinate the processing and transfer of clients' individual CCTs, ensuring timely updates and proper documentation.
• Prepare and submit required reports, status updates, and documentation related to customer service operations as required by Management.
• Coordinate with internal departments to facilitate timely resolution of client concerns and ensure efficient service delivery.
• Uphold professionalism, confidentiality, and high customer service standards in all client interactions.
• Report directly to the Customer Service Officer and Customer Service Manager.
• Perform other duties and responsibilities as may be assigned by Management from time to time.

Job description

GFL Metro Communities Inc. in the Philippines is seeking a proactive Customer Service Associate to handle inquiries across phone, email, and in-person visits, delivering prompt, professional assistance and accurate information.

You will document interactions, collaborate with cross-functional teams, monitor service standards, and escalate complex issues to appropriate departments to ensure timely resolutions.