Customer Care Specialist
HybridMandaue City, Central Visayas, Philippines
Job Summary
Maintain accurate records of customer interactions in the CRM system and ensure up-to-date documentation of all administrative follow-ups. Develop internal knowledge base articles and FAQs to support the team while addressing routine inquiries and de-escalating customer concerns proactively. Collaborate with cross-functional partners to resolve complex issues and analyze administrative data to identify service trends. Serve as an administrative point of contact for sustainment projects, providing support and facilitating calls as needed. Work Monday to Friday, 10:00 PM to 7:00 AM (GMT+8), aligning with North American business hours. Maintain proficiency in product knowledge to guide administrative and basic support interactions effectively.
Required Qualifications
- 1–3 years of experience in a customer service, customer experience, or administrative support role
- Proficiency in Microsoft Office applications: Outlook, Teams, Excel, SharePoint, Word, and PowerPoint
- Excellent English communication skills, both written and spoken
- Strong customer focus and commitment to client satisfaction
- Ability to actively listen, take comprehensive notes on any concerns, and ensure that all clients feel heard and supported
- Demonstrated time management and organizational skills
- Ability to manage multiple priorities in a fast-paced environment
- Collaborative and cooperative mindset; ability to work well with cross-functional partners
- Monday to Friday, 10:00 PM to 7:00 AM (GMT+8), aligning with North American business hours
Desired Qualifications
- Experience with CRM tools (e.g., Salesforce, Copper, HubSpot) is an asset
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