Job Category: Administration | JR-21027
Job Location: Clark, Pampanga
Work with a highly professional US-based team and be the Client Experience Specialist we are looking for! This business has a growing team here in the Philippines with a great culture!
Why will you love working with this Client?
Our client has an office furniture showroom that offers design services, desks, chairs, cabinets & other workspace items across the United States. They have been providing services in this field for many years and are continually growing. Join their team in the Philippines and experience new career opportunities!
Location / Shift
Clark, Pampanga, US Shift
NOTE: You must have a stable internet for a work-from-home setup.
About The Role
The Client Experience Specialist plays a vital role in supporting the company’s client service goals and relationships. This position will ensure client satisfaction through the claims and warranties process. To be successful in this position, they must have a strong product knowledge base, be extremely detail-oriented and organized, and possess a desire to go above and beyond for every client.
Responsibilities & Duties
- Maintain excellent communication with clients with a high level of professionalism.
- Respond to client warranty and punch claims quickly and professionally
- Ability to research and make determinations on claims per policy, making suggestions when exceptions are recommended.
- Maintain detailed records and reports of claims and warranties, including root cause determination, product, shipping, and reimbursement costs,s and resolution
- Submit supplier claims when applicable
- Manage scheduled weekly supplier transit pickup process.
- Maintain a high level of product knowledge with the ability to answer questions and determine item codes. Ability to walk clients through troubleshooting steps to avoid replacements when applicable.
- Send Installation Guides or product support documents to clients.
- Facilitate NPS process, sending surveys to clients with completed orders and compiling results
- Provide cross-training with other CS team members as requested by the supervisor to encourage department continuity.
- Maintain reporting for punch and warranty, including costs
- Responsible for tracking daily OTIF score; reporting on details to the team weekly.
- Answer incoming calls and assist callers or accurately direct them to proper departments.
- Other duties as assigned.
Requirments
Skills & Attributes Required
- Excellent administrative,record-keeping, and computing skills
- Strong time management skills and ability to multitask and prioritize work
- Excellent customer service and data entry skills
- Ability to professionally communicate via email and Live Chats
- Ability to deal politely and effectively with inquiries as well as complaints and maintain a high level of professionalism at all times
- Strong desire to go above and beyond to ensure client satisfaction
- Strong interpersonal skills and a passion for customer service
Qualifications/Experience Required
- 1-2 years of experience in a similar role
Why join optiBPO?
optiBPO is an exciting workplace where smart, talented professionals will surround you.
These professionals support clients across Australia, New Zealand, the US, Canada, and Europe.
Moreover, this is an excellent opportunity for anyone interested in serving as a Client Experience Specialist.
The job is within an international environment.
Perks & Benefits
- In-house medical team and HMO coverage.
- A healthy workplace promotes collaboration and creativity.
- Clear growth strategies and learning opportunities to advance your career.
Enjoy great perks and benefits, such as an in-house medical team and HMO coverage. We maintain a healthy workplace that promotes collaboration, creativity, and teamwork. In addition, we need to help you advance your career by elevating growth strategies. You will also have learning opportunities throughout your career journey with us. If you are passionate about contributing to a dynamic team, the Client Experience Specialist role offers great career prospects at optiBPO.
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