edamama is the #1 online-to-offline (O2O) platform focused on products and services for parents and families in the Philippines! We're a mama-led company (with dads, aspiring parents, and kid-at-hearts on board too!) on a mission to make parenting easier. Think content, commerce, and community wrapped up in one supportive space. We reached another milestone in 2023 when we started to branch out into retail aiming to have 100 stores in the next 5 years!
What You'll Do
- Respond to customer queries and requests in a timely and accurate way via customer support channels (email, chat, social media, app ratings and reviews, phone, community pages, marketplace chats and reviews, etc.).
- Maintaining a customer-first, positive, empathetic and professional attitude toward customers at all times.
- Identify customer needs and help customers by putting their needs first. Anticipates the customer issue and provides a proactive solution.
- Liaise with internal teams for escalated customer concerns, and ensure to follow through to solve the escalated concerns within the customers promised resolution time.
- Track and maintain the customer care service level / KPI and metrics. KPIs are subject to regular review and update.
- Monitor and generate self and teams productivity and utilization reports for daily / regular performance review.
- Know and is always up to date when it comes to the products and customer related processes.
What We're Looking For
- At least 1 year of experience in the customer care/BPO industry doing both voice and non-voice transactions.
- Typing speed of 65-70 words per minute.
- Have had SME/Sr. Agent/CSR roles experience
- Knowledge of the e-commerce market in the Philippines highly preferred
- Experience in CRM or account and relationship management focused on customer needs
- Detail oriented personality
- Tools: Reliable computer and internet connection to ensure no operations disruption
- Strong teamwork ethics as well and commitment to achieving team SLAs
- Strong interpersonal and outstanding English and Tagalog communication skills
- Training & Development experience is a plus
