About the Role
We have an exciting full-time opportunity to work with Taurfish for our Australian client; a family business that has operated for over 25 years in importing and selling Lighting and Electrical goods, serving both trades people and the general public through physical showrooms in several Australian states as well as a busy online store.
The Customer Care role is broad ranging, with a focus on supporting customers with service-related enquiries across email, webchat and phone. On occasion, the sales team gets super busy so the incumbent may also find themselves supporting sales enquiries. The role is predominantly remote with some onsite training conducted each quarter.
The role will follow the client's operating hours of 8am - 5.30pm Australian Eastern Standard Time (-2 hours from Manila, -3 hours during Australian Daylight Savings Time from October to April each year), and will be 100% remote except for onsite quarterly training in Metro Manila.
There is a competitive package of salary, benefits and allowances for the right candidate.
Responding within Service Level Agreement to Customer Care enquiries relating to:
Warranties – Assist customers with the processing of warranty claims for faulty products. This includes determining if the product is faulty, arranging replacements or store credit, arranging pickup of the faulty goods, and updating relevant systems once the warehouse advises the goods were received
Returns – Assist customers wishing to return purchased products due to change of mind. This includes determining if the product qualifies for return, organizing pickup, updating relevant systems on receipt of the goods, and applying relevant refunds
Order Tracking – Assist customers with locating orders that have not been received. This includes finding the order within relevant systems and following up with internal or external functions to determine whereabout of the order
Incorrect Orders – Assist customers who have received an order with incorrect or missing items. This includes identifying the incorrect or missing items, following up with internal or external functions to determine where the error occurred, arranging pick up of incorrect items and delivery of correct items
Responding to general support enquiries relating to availability of stock, estimated time of arrival of out-of-stock items, pricing, product information, setting up or updating account details, re-sending documents like invoices
HIRING CRITERIA (MINIMUM)
Permanently resides in Metro Manila, Philippines
At least 3 years previous customer service experience with complex products or services
Strong written and verbal communication skills, eye for detail
Natural problem solver, takes initiative, can work autonomously and as part of a bigger team
Have own laptop, good quality headset, internet broadband of at least 20mbps, and own mobile phone (picture to be provided)
Have a location at home that is quiet, secure, and amenable to working from home
Must be able to attend onsite training beginning with onboarding from January 16th to January 27th 2023 in Makati, BGC or Ortigas; and subsequent refresher training of up to five days each quarter.
HIRING CRITERIA (PREFERRED)
Experience with electrical goods in retail environment
Experience using Magento and/or Hubspot
Previous experience working with Australian customers in a customer service role