Specialist II Customer Care (Shifting scedule)

Emerson Electric (Asia) Limited - ROHQ; Mandaluyong; On-site; PHP 420,000 - 720,000; Full time

Benefits offered by this job

Competitive benefits

Medical insurance

Employee Assistance Program

Flexible time off

Paid parental leave

Vacation and holiday leave

Job summary

Emerson Electric (Asia) Limited - ROHQ is seeking a Specialist II, Customer Care to deliver responsive, professional support and help shape customer experience. You will handle chats, calls, and emails, log incidents, validate data, route inquiries, and support online store users, aiming to improve service quality.

You'll build reports, share insights from data analysis, and participate in training on products, processes, and tools.

Qualifications

• Bachelor's degree in any 4-year course.
• At least 2 years in a global contact center focused on customer service via chat/phone/email.
• Intermediate proficiency with Microsoft Office, especially Excel for reporting.
• Above average communication skills, both oral and written.
• Intermediate knowledge of Emerson products and services.

Responsibilities

• Respond, log, and monitor non-engineering customer chats, calls and e-mails in business systems (Mavenoid/Genesys/CRM Fusion incidents, CRM Leads, Opportunities, Support Requests).
• Validate customer information and product inquiries, including levels, classification, and tiering.
• Route inquiries to correct contact or allocate requests, tasks, or emails to appropriate support.
• Log or record inquiries and new customers in the system, updating records like address book setup.
• Handle online store support by collecting/verifying customer information and guiding store usage.
• Guide customers on locating reference documents, self-service tools, and correct contacts.
• Communicate with data owners to obtain input for reports and create reports of leads, opportunities, orders, and campaigns.
• Provide recommendations based on data analysis and participate in quality-improvement projects.
• Create and execute basic training on product, processes, and business tools.

Skills

Customer service

Communication

Data analysis

Team collaboration

Problem solving

Education

Bachelor's degree (4-year)

Tools

Mavenoid

Genesys

CRM Fusion

CRM Leads

CRM Opportunities

CRM Support Requests

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:

• Bachelor's degree in any 4-year course (Business/Management-related is an advantage).

• At least 2 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.

• competitive benefits plans
• a variety of medical insurance plans
• Employee Assistance Program
• employee resource groups
• recognition
• much more
• flexible time off plans
• paid parental leave (maternal and paternal)
• vacation and holiday leave