Customer Care Specialist

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