Customer Support Representative

5-8 years
4 days ago 2 Applied
Job Description

Assignment Detail

Industry: Retail / Health & Pharmacy

Job Description

Customer Support Representative

Position Overview
The primary role of the Customer Support Representative is to provide exceptional day-to-day customer service to all of our customer contacts. The Customer Support Representative will handle the day-to-day order entry and will report directly to the Customer Support Manager.


  • Accurately and efficiently complete data and order entry.
  • Handle all customer service needs with first call resolution.
  • Provide customers with prompt and thorough assistance via email or telephone with all information they require regarding approved orders and returns.
  • Resolve customer concerns effectively and efficiently, in a professional and customer centric manner, using the proper escalation process when necessary.
  • Anticipate and identify potential negative customer situations, turning them into positive experiences.
  • Liaise with other internal departments to resolve any issues that may affect customer orders.
  • Constantly strive to raise the level of service provided and consistently exceed customer expectations.
  • Receive, process and verify customer purchase orders and complaints through phone, fax and e-mail.
  • Enter and archive relevant information for tracking and reporting purposes. Provide customers with confirmation numbers, order status updates or requested information promptly and thoroughly.
  • Provide pro-forma invoices for international customers and follow up regarding confirmation of the pro-forma.
  • Collect customer information, maintain customer master database and communicate changes to appropriate personnel and/or departments. Observe at all times client confidentiality and company policies for data protection and security.

The ideal candidate will possess:
  • At least 5 years of experience in a customer care environment preferably in the health and beauty or consumer products industry.
  • Bachelor's degree preferred.
  • Demonstrated appreciation and understanding of the importance of customer care as a function of the business.
  • Articulate with exceptional verbal and written communication skills, including a high standard of spelling and grammar.
  • Excellent follow up skills.
  • Outstanding interpersonal skills and the ability to build and maintain relationships with all internal departments as well as external parties.
  • Excellent work ethic with a do what it takes to get the job done mentality.
  • Strong sense of urgency.
  • Self motivated with a drive to deliver the best.
  • Willingness to contribute ideas within a team to improve the customer experience.
  • Exceptional organizational skills and the ability to prioritize in a fast-paced, rapidly changing environment.
  • Keen eye for detail and organization.
  • Experience with Microsoft Office applications, including strong Excel skills.



Eclaro is an IT & Business recruiting and staffing firm, headquartered in New York NY, with 3 offices in Metro Manila, providing highly qualified IT talent and business professionals for clients in the United States, Canada, Europe, Australia, New Zealand and South Africa.

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