**Job Title:** Online Customer Service Associate
**Company:** DMCI
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
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**Job Description:**
DMCI is seeking a dedicated and resilient Online Customer Service Associate to join our dynamic team in Cebu. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a positive experience with our brand. As a part-time associate, you will be instrumental in cultivating a customer-centric environment that fosters trust and satisfaction.
**Responsibilities:**
1. **Customer Interaction:**
- Respond promptly to customer inquiries via multiple channels (email, chat, social media, etc.) with professionalism and clarity.
- Assist customers in navigating our website, placing orders, and understanding product offerings.
2. **Issue Resolution:**
- Identify and troubleshoot customer concerns, escalating issues to appropriate departments when necessary.
- Take ownership of customer complaints and follow through until resolution, ensuring a high level of customer satisfaction.
3. **Product Knowledge:**
- Stay updated on product features, services, and promotions to provide accurate information and support to customers.
- Conduct product demonstrations and tutorials as needed, utilizing effective communication skills.
4. **Feedback and Improvement:**
- Gather customer feedback and report trends to management for continuous improvement in service delivery.
- Contribute ideas for improving customer service processes and enhancing the overall customer experience.
5. **Documentation and Reporting:**
- Maintain accurate records of customer interactions, transactions, comments, and complaints.
- Prepare and submit daily/weekly reports detailing customer service metrics and individual performance.
6. **Team Collaboration:**
- Work collaboratively with other team members to achieve department goals.
- Participate in team meetings, training sessions, and workshops to develop skills and share knowledge.
7. **Leadership Development:**
- Mentor new hires and assist in their onboarding process to ensure a smooth transition into the team.
- Be an example of resilience and dedication, motivating peers and promoting a supportive work environment.
**Requirements:**
- **Experience:** Minimum 3 years of experience in customer service or a related field, with a proven track record of high-level customer interaction.
- **Education:** Bachelor's degree in a related field is preferred but not required.
- **Skills:**
- Strong leadership qualities and the ability to guide teammates in a collaborative environment.
- Excellent critical thinking skills to assess customer needs and provide appropriate solutions.
- Proficient in the use of customer service software and tools (experience with CRM systems is a plus).
- Fluent in English and Filipino (written and verbal communication).
- **Personality Traits:**
- Dedicated to providing a high level of customer satisfaction and fostering long-term customer relationships.
- Resilient and adaptable, able to handle stressful situations with a calm and positive approach.
**Benefits:**
- Parental leave to support work-life balance.
- Company equipment provided to ensure you have the tools necessary to excel in your role.
- Free accommodation in a company-approved housing facility.
**Working Environment:**
At DMCI, we cultivate leaders who foster inclusivity and mentorship. Our company culture emphasizes collaboration, innovation, and personal growth. We value diverse perspectives and strive to create a welcoming atmosphere for all team members.
**Application Deadline:**
Please submit your application by **October 19, 2024**.
**Equal Opportunity Statement:**
DMCI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals, regardless of race, gender, disability, sexual orientation, or any other characteristic.
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If you are passionate about customer service and eager to make a difference in our customers' experiences, we encourage you to apply for the Online Customer Service Associate position at DMCI!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
