Sunnies Inc. | Customer Service Associate

Sunnies Inc.; Mandaluyong; On-site; PHP 360,000 - 480,000; Full time

Job summary

Sunnies Inc. is seeking a proactive Customer Service professional to manage inquiries across email, social media, and third-party partners. You will track complaints, liaise with departments for timely resolutions, and respond to customers with a courteous, positive approach.

As a brand ambassador, you will participate in campaigns, monitor feedback, and help organize events to boost brand awareness while coordinating with Brand, Creatives, Product Development, and Operations teams.

Qualifications

• Bachelor’s Degree in Communications, Psychology, or any related field.
• Proven experience in Customer Management & or Marketing.
• Amenable to work in shifting schedules, holidays, weekends & extended work hours.

Responsibilities

• Document tracking and proper channeling of customer inquiries or complaints from all platforms.
• Liaise with the right department for resolution and be the main contact for customers via email, social media, and third-party partners.
• Respond to customers with positive, courteous communication and keep them informed of progress.
• Input all complaints in the Issue Tracker and ensure complete resolution.
• Monitor open complaints and escalate unresolved cases within 48 hours to CS Head.
• Ensure adherence to customer service policies and act as a brand ambassador.
• Execute campaigns with marketing to align with brand strategy and respond to comments in a timely manner.
• Organize events to build community and boost brand awareness.
• Coordinate with Brand, Creatives, Product Development, and Operations to stay updated on products and features.

Skills

Communication skills

Interpersonal skills

Problem-solving

Organizational skills

Multitasking

Education

Bachelor’s Degree in Communications, Psychology, or any related field

Job description

YOUR OVERALL MISSION & DAY-TO-DAY

Customer Service Operations

Responsible for document tracking and proper channeling of customer inquiries or complaints from all platforms by liaising the issue to the right department for resolution.

Be the first & main point of contact for customers contacting the company thru email, social media & third-party partners; liaise with operational colleagues to ensure that customers are always informed of progress.

Respond positively to customers at every engagement (positive phraseology).

Input all complaints in the Issue Tracker, report & see through until completely resolved.

Communicate issue to the proper department / contacts & ensure visibility & closed loop process.

Monitor all open complaints & elevate to the CS Head if cases are unresolved within 48 hours.

Ensure that policies & procedures relating to customer complaints are followed and adhered to.

Act as brand ambassador, assert & behave in a professional & courteous manner all the time.

Be proactive in the development of good relations within the customer community and internally.

Execute social media & communication campaigns to align with marketing strategies.

Respond to comments & customer queries in a timely manner.

Organize & participate in events to build community & boost brand awareness.

Coordinate with Brand & Creatives team to ensure brand consistency.

Liaise with Product Development & Operations teams to stay updated on new products & features.

Build relationship with customers, potential customers, and industry professionals.

Monitor & report on feedback & online reviews.

Stay up to date with digital technology trends.

YOUR TALENT

Bachelor’s Degree in Communications, Psychology, or any related field.
Great Communication and Interpersonal Skills, Strong Problem-Solving Skills, Good Organizational Skills, Proactive & can handle multiple priorities.
Proven experience in Customer Management & or Marketing.
Amenable to work in shifting schedules, holidays, weekends & extended work hours.