https://docs.google.com/document/d/1V0qx7iqrYcxMQGNtVqArqaA8KsOV1z8M/edit
JOB DESCRIPTION
Position Title:
Senior Customer Service Representative
Global Rewards Framework Ladder:
U3/ B05
Department:
Customer Service
Reports to:
Customer Service Supervisor or Manager
Location & Site:
Makati, Philippines
POSITION PURPOSE:
Being part of the Cruise Customer Service team will bring you into a new journey, and requires us to have a Global management of our customers since the scope of this industry is Global with different requirements than local customers. The Cruise Customer Service team will be available 24/24 for a continuous support to our customers.
The primary responsibility of the Customer Service Representative is to work as an integral member of the customer services team, to provide excellence in customer care and to move the business to a position of global strength through continuous improvement.
SCOPE:
Professional & Hygiene Business
PRINCIPLE DUTIES and TASKS:
Cruise Specifics
Single point of contact of the Cruise industry: coordination of any customer requests orientation internally
Actively check that our inventory is meeting the demand & engage with Supply Chain when needed
Teamwork: Daily backing each other up to meet Cruise industry requirements
Work for numerous sales organizations in various countries in Europe with different processes
Support customers to convert orders depending on local portfolio
Order Management
Act as a Subject Matter Expert for all systems to support colleagues and wider business
Facilitate the sales of the company’s products through up selling and cross selling.
Provide visibility to customers on order status
Enhance work practices and derive efficiency.
To process all orders efficiently, accurately and in line with policies and procedures and advise Customer of any changes or impact on the Customer’s expectations of what they will receive and when (shortages, price/sku changes).
To run and follow up on control reports to ensure that the order to payment process is fulfilled.
Complaint Management
Keep customer informed on the complaint status & manage complaints to closure
Collaborate with other departments at regular meetings for continuous reduction in complaints and improvement to total Customer Experience.
Customer Management
Own the region and territory nominated for service offerings and maintain Customer Satisfaction, very important part for this position
Build relationships with key customers
Perform Welcome Calls and follow up on company survey’s to maintain good Customer Relationships.
Become a Customer Expert and support visits and relationship activities with customers as requested.
To handle telephone calls and emails dealing with Customers’ needs and expectations in line with procedures, and according to departmental KPIs.
Sales Support
Act as the first point of escalation.
Collaborate with Sales team to achieve Organization goals
Attend important meetings to improve the service
Review availability with Supply Chain & meet demands of customer
Play a vital role in sales growth which can lead to your growth
Other Tasks
Assist with other areas of the business as required, providing cover where necessary.
Play an active role in company change process through positive communication to internal and external Customers.
To keep the department leader up to date with account progress, product and range development, and problems and issues with any area of customer services, to ensure the customer receives the best services we can offer.
OTHER:
Compliance with the company’s policy and procedures, code of conduct, travel and entertainment policy and all other relevant company policies and procedures.
KNOWLEDGE / COMPETENCY:
Excellent English fluency
Demonstrates self-awareness and initiative
Takes on new opportunities and tough challenges with a sense of urgency
Instills trust by gaining confidence of others
Able to build strong customer relationships and deliver customer-centric solutions
Capable to build collaborative relationships
Strong listening and communication skills
Able to multi-task, prioritize and comfortable with rapid change
Attention to detail and high levels of accuracy
EXPERIENCE/ SKILLS:
Flexible with work hours – if required to cover holiday calendars & different time zones shift
Understanding of Supply Chain basics
2+ years prior Customer Service Experience or university degree preferred
SAP - ERP system knowledge preferred
Experience building strong Customer relationships
Strong written and verbal communication skills
Experience in order and complaint management
Capable of working in a dynamic team environment
Works within established procedures with a limited level of supervision with an ability to make sound decisions by assessing each situation using standard procedures
Identifies problems and relevant issues in straightforward situations
Intermediate to advanced computer Skills, preferably with experience in Gmail and Google docs and Microsoft Word/Excel
