Customer Engagement Associate

Remote

Full Time

Community Management

Entry Level

Salary Range: PHP 20,000 - 22,0000

Responsibilities:
Customer Support

Respond to customer inquiries and resolve issues via voice and non-voice communication channels.
Assist customers and provide recommendations for services at physical locations, aiming to convert interactions into confirmed bookings.
Proactively manage and nurture potential clients with a strong focus on upselling and driving additional sales.
Provide professional and personalized customer service to potential clients, ensuring high levels of client satisfaction and brand loyalty.

Collaboration and Escalation

Collaborate with client’s internal departments as needed.
Identify and escalate complex issues to senior representatives or leads when necessary.

Account Management and Fraud Prevention

Maintain accurate records of customer interactions and transactions across customer service platforms.
Track, measure, and analyze customer interactions to optimize performance and improve customer experience when tasked.
Monitor customer accounts for potential fraudulent activity and take appropriate actions to mitigate risks.

Knowledge and Performance Excellence

Stay updated on product knowledge and industry trends to deliver exceptional customer service.
Consistently meet or exceed customer satisfaction goals and performance metrics.
Contribute to the enhancement of customer service processes and procedures for improved efficiency.
This role is responsible for converting interactions into confirmed bookings, meeting daily quota targets, generating new leads, and ensuring high-quality work while efficiently resolving any errors or issues that may arise.

Organization and File Management

Maintain systematic storage of client files within Google Drive, ensuring proper permissions and data security.

Presentations

Participate in presentations and brainstorming sessions, providing support and insights in customer service.
Assist Team Leader in preparing presentation materials and communicating ideas effectively to internal teams and clients if needed.

Requirements:

Fresh Graduates are welcome to apply.
Experience in a customer service role, preferably in beauty, skin, or lifestyle industries is a plus.
Familiarity with social media tools such as Meta and digital collaboration platforms such as ClickUp and Pancake.ph is preferred.
Proficiency in Google Suite products.
Minimum internet speed of 40 Mbps for smooth communication and task performance.
Strong verbal and written communication skills with a collaborative and proactive mindset.
Willing to work on a shifting schedule, including weekends and holidays, and adapt to potential voice/call responsibilities.
Ability to work remotely with minimal supervision.

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All roles are primarily remote, with in-person work as needed, unless otherwise stated.