Specialist II Customer Care

City of Shakopee, MN; Hinoba-an; Hybrid; PHP 480,000 - 600,000; Full time

Job summary

Emerson seeks a Specialist II, Customer Care to deliver responsive, professional support and help shape the customer experience. You will log, route, and resolve inquiries, support continuous improvement projects, and contribute to data-driven insights that enhance service quality.

You will collaborate with diverse teams and use systems like Mavenoid, Genesys, and CRM Fusion to ensure accurate information and timely resolutions.

Qualifications

• Bachelor’s degree in any field.
• At least 3 years in a global contact center focusing on customer service via chat, phone, or email.
• Proficient in Microsoft Excel for data reporting and analysis.
• Strong written and spoken communication skills.

Responsibilities

• Respond to customer chats, calls and emails in our business systems (Mavenoid/Genesys/CRM Fusion).
• Validate customer information and product inquiries, including classification and tiering.
• Route inquiries to the correct contact or allocate requests to the appropriate support team.
• Log inquiries and update customer records in the system.
• Support online store by collecting and verifying information and guiding users.
• Guide customers to self-service tools and locate reference documents and contacts.
• Create reports on captured leads, opportunities, orders, and campaigns.
• Provide recommendations based on data analysis and quality-improvement initiatives.
• Deliver basic product/process training to users.

Skills

Customer service

Communication

Data reporting

Problem solving

Education

Bachelor's degree

Tools

Mavenoid

Genesys

CRM Fusion

CRM systems

Microsoft Excel

Job description

If you are a Specialist II, Customer Care professional looking for an opportunity to grow your career, this gives you the chance to showcase excellent customer service as Emerson’s frontline representative. In this role, you will be able to share your suggestions and ideas on how Emerson can improve the experience of the customer. Your work will play an important role in shaping customers’ first impressions of Emerson while supporting continuous improvement initiatives that help make Emerson easy to do business with.

In This Role, Your Responsibilities Will Be:

• Respond, log, and monitor non-engineering customer chats, calls and e-mails (general and commercial inquiries) in our business systems (Mavenoid/Genesys/CRM Fusion incidents, CRM Leads, Opportunities, Support Requests).
• Validate customer information and product inquiries, including its levels, classification, and tiering.
• Route inquiries to correct contact or allocate requests, tasks, or emails to the appropriate support.
• Log or record inquiries and new customers in the system, including records updating like request for address book setup.
• Handle online store support by collecting and verifying customer information, recording/registering them, walking them through using the store and submitting requests to the appropriate group (ITSS, CVDH etc.).
• Guide customers on locating reference documents, using online self-service tools, and finding correct sales office or business unit contacts.
• Communicate with resource person to get input or raw data needed for report generation and create reports of captured leads, opportunities, orders, and campaigns based on standard templates.
• Provide recommendations based on findings from data analysis and support projects related to quality improvement (e.g. Problem Solver, QMS, etc.).
• Create and execute basic, overview, or awareness training on product, process, and business tools.

Who You Are:

You build strong customer relationships by providing responsive, professional, and solution-oriented support. You consistently deliver results by balancing multiple priorities while maintaining accuracy and attention to detail. You communicate effectively with a wide range of stakeholders and adapt your approach to meet diverse customer needs. You collaborate well with others and build productive working relationships. You continuously look for opportunities to improve processes and enhance customer experience.

For This Role, You Will Need:

• Must be okay to take on a 12 months fixed-term employment.
• Bachelor’s degree in any 4-year course (Business/Management-related is an advantage).
• At least 3 years of experience in a global contact center environment with primary focus on customer service/care role via chat, phone, and/or email.
• Intermediate proficiency in Microsoft Office applications, including Microsoft Excel for customer data reporting and analysis.
• Above average communication skills (oral and written).
• Intermediate knowledge of Emerson products and services.

Our Culture & Commitment to You:

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

#LI-GS1