Title:  Customer Care Representative (Pandacan, Manila Based)

REQUIREMENTS:

• Completed at least two years of college education
• Proficient in Microsoft Applications especially in Excel
• Willing to work in shifting schedule
• Willing to work onsite (Pandacan, Manila)
• Willing to work in a fast-paced environment
• Preferably with customer service / call center background

JOB SUMMARY:

• Project Overview: Provide consistent high quality service to customers, business partners and individuals by  ensuring accurate and efficient handling of inbound and outbound interactions with PCIC through any of the available channels (phone, SMS, fax, email, letters).

KEY RESPONSIBILITIES:

Marketing Process

• Initial Lead Evaluation and Qualification:
  • Create CRM customer master data for prospects.
  • Identify lead qualification level and input into the system.
  • Assign appropriate sales personnel for lead processing.
  • Follow up on lead status to ensure initial contact.
  • Create Opportunity document for high-potential leads.
• Marketing Campaigns/Promos:
  • Conduct outbound calls for targeted customer segments.
  • Validate feedback and responses to marketing campaigns.
  • Conduct customer satisfaction surveys for service improvement.

Sales Process

• Customer Interaction:
  • Answer voice calls and provide standard service level agreement (SLA) spiels.
  • Identify customers through various channels for personalized service.
  • Access customer master data and historical transactions.
  • Check customer credit status in SAP.
• Order Processing:
  • Input orders into SAP System, ensuring accuracy.
  • Select appropriate BOM components for orders.
  • Verify orders against Contracts/Delivery Advices.
  • Follow up with approving authorities for timely order release.
  • Process Manual Product and Accommodation Documents (MPSAD).
  • Provide customers with order numbers and pertinent data.
  • Edit and delete orders as requested.
  • Analyze and expedite delayed deliveries.
  • Send Blending Requests and secure acknowledgments.
  • Prepare Debit/Credit Notes for billing adjustments.
• Sales Analysis and Cross-Selling:
  • Analyze sales for potential account upgrades.
  • Reconcile cash sales accounts.
  • Clean up open sales orders.
  • Conduct cross-selling based on historical data and promotions.
  • Record feedback and create lead documents for high-potential customers.
  • Create and update customer master records in SAP CRM.
  • Record all customer interactions in the CRM system.

Service Process

• Customer Feedback Handling:
  • Handle inquiries and complaints via calls, SMS, and emails.
  • Create and categorize complaint documents.
  • Resolve or recommend solutions for first interaction satisfaction.
  • Recommend follow-up actions and identify involved parties.
  • Monitor complaint progress and provide status updates.
  • Conduct follow-up calls to validate complaint resolution.
  • Close complaint cases and update the resolution database.
  • Provide helpdesk assistance for various queries to enhance First Call Resolution.

Training:

• Successful candidates will undergo an Orientation and Training Program to equip them with the necessary skills for the role.