Retail Account provides high-quality customer support by assisting customers with inquiries, orders, payments, returns, and product information.
The role focuses on delivering a positive shopping experience, resolving customer concerns efficiently, and ensuring customer satisfaction while adhering to company policies and service standards.
Responsibilities
- Respond to customer inquiries via phone, email, chat, or other communication channels.
- Assist customers with product information, order placement, order tracking, and account-related inquiries.
- Process orders, returns, refunds, exchanges, and cancellations accurately and efficiently.
- Resolve customer complaints and service issues while maintaining a professional and customer-focused approach.
- Provide information on promotions, pricing, warranties, store policies, and loyalty programs.
- Handle billing and payment inquiries and assist with transaction-related concerns.
- Maintain accurate customer records and document all interactions in the CRM system.
- Coordinate with internal departments, including logistics and fulfillment teams, to ensure -timely order processing and delivery.
- Identify opportunities to upsell or recommend complementary products and services based on customer needs.
- Meet or exceed key performance indicators (KPIs), including customer satisfaction (CSAT), first-contact resolution (FCR), quality assurance, productivity, and adherence to service level agreements (SLAs).
- Ensure compliance with company policies, security procedures, and data privacy regulations during all customer interactions.
Job Requirements
- At least 18 years old & above
- Currently residing within Metro Manila
- Willing to work onsite
- Willing to work in a shifting schedule
