Customer Service Representative
Job Summary
As a Customer Service Representative, you will ensure excellent client support by managing inquiries and coordinating with internal departments. You will be responsible for monitoring communication channels, addressing client concerns, and tracking case resolutions. This role requires on-site work and effective documentation of all customer interactions.
Responsibilities
- Monitor social media and client inquiries
- Coordinate and endorse cases to relevant departments
- Track and follow up on pending client concerns
- Handle customer calls and messages
- Assist with refund process inquiries
Required Skills
- Effective communication skills
- Case management and documentation
- Internal team coordination
- Problem-solving abilities
- Ability to work onsite
Job Details
Key Responsibilities:
Client Message Monitoring
- Monitor our social media pages for client inquiries related to reservations, visas, sales, or finance
- Acknowledge client messages and endorse them to the appropriate department
- Ensure proper documentation when endorsing concerns
Case Coordination & Endorsements
- Forward client concerns to the relevant department
- Coordinate with internal teams to ensure timely responses
- Identify the appropriate department for each concern
Follow-ups
- Track and follow up on pending client cases
- Maintain updates and summaries of client concerns and their resolution status
Calls and Messages
- Answer calls and texts from customer service lines
- Assist clients, address concerns, or direct them to the correct department
- Document call summaries and actions taken
Refund-related Concerns
- Assist with client inquiries related to refund processes
- Explain refund procedures, forms, and documentation when necessary
- Coordinate with the Customer Service Head for updates and case handling
Other Requirements
- Must be amenable to working onsite (The Upper Class, Quezon Ave & Sct Reyes Corner, Quezon City)
- Preferably with own laptop