Position Title: Customer Care Specialist (Agent) – Onsite

Department: Customer Care / Customer Service

Work Hours / Shift: Shifting schedule; willing to work on holidays and weekends

Location:Alabang, Muntinlupa

Reporting to: Customer Care Team Lead

Job Summary:

The Customer Care Specialist (Agent) is responsible for delivering timely, professional, and customer-focused support across multiple channels, including Email, Zendesk, Chat, and Phone calls. The role handles customer inquiries, order concerns, returns, exchanges, and product-related concerns while ensuring a positive customer experience and high service standards.

This role also supports customer retention and revenue growth by identifying appropriate upselling, cross-selling, and customer winback opportunities during customer interactions. The Customer Care Specialist will also assist in the smooth implementation and communication of Gifts with Purchase (GWP) promotions and other customer-facing initiatives. The role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced e-commerce and customer service environment.

Key Result Areas (KRAs):

Customer Support and Issue Resolution:

Key Responsibilities:

Respond to customer inquiries promptly and professionally through Email, Zendesk, Chat, and Phone calls.
Assist customers with product inquiries, order tracking, delivery concerns, returns, exchanges, and general after-sales support.
Resolve customer issues accurately and efficiently while maintaining a positive customer experience.
Escalate complex or unresolved cases to the appropriate team or supervisor in a timely manner.
Maintain accurate records of customer interactions, concerns, and resolutions in the system.
Ensure all customer concerns are handled in line with service standards, company policies, and agreed response timelines.

Key Responsibilities:

Customer Satisfaction and Service Excellence:

Deliver a high level of customer satisfaction through empathy, professionalism, and clear communication.
Handle customer complaints in a calm, respectful, and solution-oriented manner.
Build positive customer relationships by providing helpful, consistent, and reliable support.
Contribute to customer retention by ensuring a seamless and pleasant service experience across all touchpoints.
Support continuous improvement in service quality by identifying recurring issues and sharing feedback with the team.

Key Responsibilities:

Sales Support, Upselling, and Customer Retention:

Identify opportunities for upselling and cross-selling during customer interactions when relevant and appropriate.
Recommend suitable products, bundles, or promotions that enhance customer value and support sales growth.
Support customer winback efforts by helping re-engage inactive or lapsed customers through service interactions and follow-up communication.
Assist in promoting loyalty and long-term customer engagement through positive service experiences and relevant product recommendations.

Key Responsibilities:

Promotion and Operational Support:

Assist in communicating Gifts with Purchase (GWP) promotions and other sales initiatives clearly to customers.
Address customer questions and concerns related to GWP eligibility, fulfillment, and redemption.
Coordinate with internal teams when necessary to resolve customer concerns related to orders, promotions, and fulfillment issues.
Support the team in maintaining efficient customer service workflows and accurate information sharing.
Follow established customer care processes, policies, and documentation standards consistently.

Key Responsibilities:

Ad Hoc and Team Support:

Support other customer care or operational tasks as assigned by the immediate supervisor.
Participate in team meetings, coaching sessions, and training programs.
Assist with process improvement initiatives and other customer service projects when needed.
Contribute positively to team collaboration and overall department goals.

Qualifications:

Bachelor's degree in any relevant field is preferred but not required.
Proven experience in a customer service, customer care, or customer support role.
Experience in handling customer concerns across multiple support channels such as Email, Chat, Zendesk, and Phone is preferred.
Experience in handling e-commerce platforms or Shopify is a plus.
Background in an e-commerce, retail, or consumer products environment is an advantage.

Knowledge, Skills, And Abilities:

Strong written and verbal communication skills.
Good customer handling and problem-solving skills.
Ability to manage customer concerns with empathy, professionalism, and patience.
Ability to work efficiently in a fast-paced and high-volume environment.
Strong organizational skills and attention to detail.
Ability to manage multiple tasks and channels at the same time.
Good understanding of customer service principles and service recovery practices.
Ability to identify sales opportunities through upselling and cross-selling during customer interactions.
Comfortable using customer support platforms, phone systems, and order management tools.
Willingness to work on a shifting schedule, including holidays and weekends.

Success Measures / Performance Indicators:

Response time and resolution time for customer inquiries
Customer satisfaction scores and service quality feedback
Accuracy and completeness of case documentation
Volume of inquiries handled across channels
Quality of issue resolution and escalation handling
Contribution to upselling, cross-selling, and retention efforts
Adherence to schedule, attendance, and productivity expectations

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