Customer Care and After-Sales Specialist focuses on ensuring a positive customer experience throughout their interactions with a company, particularly after a purchase has been made. Here’s a detailed job description for this role:
Job Title: Customer Care and After-Sales Specialist
Job Overview:
The Customer Care and After-Sales Specialist is responsible for delivering exceptional service to customers post-purchase, resolving issues, and ensuring overall satisfaction. This role involves managing customer inquiries, handling complaints, providing product support, and contributing to customer retention and loyalty.
Key Responsibilities:
1. Customer Support:
o Respond to customer inquiries via email, chat, or social media in a timely and professional manner.
o Provide detailed information on products, services, and order status.
o Address and resolve customer complaints, ensuring solutions are satisfactory and aligned with company policies.
2. Order Management:
o Process Sell-In and Sell-Out orders
o Process returns and monitoring of the picked-up items
o Track and manage order status and delivery issues, keeping customers informed throughout the process.
3. Customer Relationship Management:
o Build and maintain positive relationships with customers to enhance their overall experience.
o Follow up with customers to ensure issues are resolved and they are satisfied with the solutions provided.
4. Feedback and Improvement:
o Collect and analyze customer feedback to identify areas for improvement in products and services.
o Collaborate with internal teams (e.g., product development, marketing) to relay customer insights and suggest enhancements.
5. Documentation and Reporting:
o Maintain accurate records of customer interactions, transactions, and feedback.
o Prepare reports on common issues, trends, and customer satisfaction metrics for management review.
6. Training and Development:
o Stay up-to-date with product knowledge, company policies, and industry best practices.
o Participate in training sessions and contribute to the development of support materials.
Qualifications:
- Experience: Previous experience in customer service, support, or a related role preferred.
- Skills:
o Excellent communication and interpersonal skills.
o Strong problem-solving abilities and attention to detail.
o Proficiency with customer service software, CRM systems, and Microsoft Office Suite specifically Microsoft Excel and Microsoft Powerpoint
o Ability to handle high-pressure situations and manage multiple tasks simultaneously.
Attributes:
- Customer-Focused: A genuine desire to help customers and improve their experience.
- Empathetic: Understanding and addressing customer needs and concerns with patience.
- Proactive: Taking initiative to resolve issues and improve processes.
- Adaptable: Able to adjust to changing priorities and new challenges.
Job Types: Full-time, Permanent
Pay: Php18,000.00 - Php20,000.00 per month
Benefits:
- Company Christmas gift
- Company events
- Health insurance
- Life insurance
Schedule:
- Monday to Friday
Supplemental Pay:
- 13th month salary
Work Location: In person