Customer Care Executive, Philippines

Location: Makati, Philippines

Report to: Customer Care & Support Manager, SEA

Role Purpose

The Customer Care Executive is responsible for delivering an effortless customer experience by ensuring all customer requirements are completely met through proactive communication, high-quality service, and a customer-focused approach. This role contributes to achieving the company's sales objectives through value-added activities.

What you will be doing in this role

• Deliver exceptional customer service via all channels, ensuring that customer order and enquiry needs are met while maintaining service level agreements.
• Provide an effortless customer experience by proactively communicating with customers on any updates or changes to their orders / enquiries in a professional and courteous manner.
• Contribute to sales targets by working closely with the sales team and performing high level value-added activities set out by the business.
• Comply with all company procedures and policies, including Code of Conduct, EH&S, etc.
• Identify potential customer needs / opportunities to grow business by providing high human touch.
• Minimize escalation of complaints and ensure high customer satisfaction by working with stakeholders within the end-to-end process.
• Proactively contribute to the ongoing development of business processes and policies using continuous improvement methodologies.
• Work with and support the customer service team to maintain and support customer expectations.
• Responsible for maintaining and updating customer information in SAP.

How you make a difference in this role

You will be delivering exceptional customer service through proactive communication and high-quality support, ensuring customer satisfaction and contributing to sales growth. Your efforts in managing customer accounts, particularly premier accounts, and collaborating with internal teams help drive business objectives and enhance the overall customer experience.

What experience we expect from you

Essential Skills & Experience

• At least 2 years of customer service experience.
• Intermediate Microsoft skills in Microsoft Office.
• Effective negotiator and influencer with outstanding written and verbal communication skills.
• Excellent interpersonal skills: approachable, positive, motivated, go-getter attitude.
• Appreciation and interest in providing exceptional customer service.
• Proactive and driven in all aspects of work and able to operate without daily supervision.
• Highly motivated with probing tenacity to achieve and exceed objectives.
• Strong planning, prioritization, and time management skills.
• Ability to communicate complex solutions simply and concisely.
• Disciplined analytical approach to problem-solving.
• Shows respect to others and values different opinions and perspectives.
• Shows a desire to continuously learn and develop.
• Takes ownership and is confident to take risks and learn from them.
• Knowledge of SAP is an advantage.

Desirable Skills & Experience

• Experience of working in an inbound / outbound call centre environment.
• Knowledge of CRM and QM2 functionality.

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