eClerx is looking for qualified and detail-oriented candidates to join our Order Management team. In this role, you will be responsible for managing customer orders, handling service requests, and ensuring accurate processing of account changes while delivering an excellent customer experience.
Key Responsibilities:
- Answer customer and client inquiries related to products, services, and account concerns
- Process service requests promptly using operational systems
- Manage one or multiple queues or skill sets across various customer contact channels
- Update and maintain accurate client information in the corporate database
- Ensure correct billing methods, pricing, and tax codes are applied
- Confirm service protocols and specifications are properly included in service tickets
- Communicate account changes and customer concerns to partners, account managers, and sales teams
- Compile and distribute Service Program materials
- Share new site information with branches as needed
- Process and communicate customer account changes, including cancellations, frequency changes, downgrades, and service skips
- Escalate recurring or unresolved service issues following established procedures
- Assist in mentoring and supporting new team members when required
Required Qualifications:
- At least 1 year of customer service experience in a BPO or Shared Services environment
- Prior experience in order management, order fulfillment, or similar functions
- College undergraduates are welcome with equivalent relevant work experience
- Strong written and verbal communication skills
- Excellent organizational and multitasking abilities
- Ability to quickly learn and adapt to new business systems and software
- Willingness to work on shifting schedules, including night shifts, weekends, holidays, and overtime
- Amenable to on-site work in Alabang, Muntinlupa City
