Customer Care Associate (Contractual)

edamama is the #1 online-to-offline (O2O) platform focused on products and services for parents and families in the Philippines! We're a mama-led company (with dads, aspiring parents, and kid-at-hearts on board too!) on a mission to make parenting easier. Think content, commerce, and community wrapped up in one supportive space. We've reached another milestone in 2023 when we started to branch out into retail aiming to have 100 stores in the next 5 years!

The Customer Advocate (CA) is entrusted by the management to handle the concerns/needs of the customers, and help in satisfying these customers in a timely and cost-effective manner. The CA is responsible for customer care and back office related activities including, but is not limited to, case escalation, data entry, account and membership management, transaction management, service recovery and retention.

The ideal candidate should have an expertise in customer servicing and is customer-obsessed. Has an ability to turn a customer concern into an actual order, a detractor to a brand ambassador, to help drive business growth.

Expectation is that this position requires a self-starter and has passion in advocating the customers, a team player, keen to details, focused, and a problem solver.

What You'll Do

• Respond to customer queries and requests in a timely and accurate way via customer support channels (email, chat, social media, app ratings and reviews, phone, community pages, etc.).
• Maintaining a “customer-first”, positive, empathetic and professional attitude toward customers at all times.
• Identify customer needs and help customers by putting their needs first. Anticipates the customer issue and provides a proactive solution.
• Liaise with internal teams for escalated customer concerns, and ensure to follow through to solve the escalated concerns within the customer’s promised resolution time.

• Track and maintain the customer care service level / KPI and metrics

• Monitor and generate self and team’s productivity and utilization reports for daily / regular performance review.
• Know and is always up to date when it comes to the products and customer related processes
• Keeping records of customer interactions, transactions, comments and complaints which are vital for customer related discussions
• Help in creating & implementing customer surveys, & getting feedback to improve our processes, products and customer experience.
• To manage all daily tasks and duties related to the process with strict compliance to guidelines

What We're Looking For

• Minimum of 1yr experience in the customer care/BPO/Call Center industry doing both voice and non-voice transactions
• Typing speed of 65-70 words per minute
• Have had SME/Sr. Agent/CSR roles experience
• Knowledge of the e-commerce or retail industry in the Philippines highly preferred
• Experience in CRM or account and relationship management focused on customer needs
• Detail oriented personality
• Tools: Reliable computer and internet connection to ensure no operations disruption
• Strong teamwork ethics as well and commitment to achieving team SLAs
• Strong interpersonal and outstanding English and Tagalog communication skills
• Training & Development experience is a plus
• Must be willing to work in Makati