Specialist II Customer Care

Emerson; Mandaluyong; On-site; PHP 360,000 - 600,000; Full time

Job summary

Emerson is seeking a Specialist II, Customer Care to join our frontline team in the Philippines. You will handle non-engineering inquiries via chat, phone, and email, validate data, and route requests to the correct teams while maintaining accurate records.

You will work with tools like Mavenoid, Genesys, and CRM Fusion, and leverage Excel for data reporting and analysis. Strong communication and product knowledge are essential for improving customer experience.

Qualifications

• 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.

Responsibilities

• Respond, log, and monitor non-engineering customer chats, calls and e-mails 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.

Skills

Customer service

Communication

Data reporting

Education

Bachelor's degree in any 4-year course

Tools

Microsoft Excel

CRM Fusion

Genesys

Job description

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.

About Us

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.

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About Emerson

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!