Job Description
Position Summary:
We are in search of a diligent, committed, and reliable individual to join our team as an Operations and Customer Service Associate. The ideal candidate will be instrumental in managing our daily operations, ensuring outstanding customer communication, and facilitating the efficient scheduling of tasks with our contractors. In this role, you will play a critical part in delivering superior service to our customers and ensuring the smooth running of our operations.
Job Details:
Work from home
Monday to Friday | 8 PM to 5 AM (Manila time)
*Following US Holidays
Responsibilities:
· Answering Phones and Messages: Promptly respond to all incoming calls and messages from customers, potential leads, and contractors, delivering exceptional customer service and professionally addressing all inquiries.
· Scheduling Jobs with Contractors: Effectively manage and coordinate our contractors' schedules, ensuring accurate and timely assignment of jobs while taking into consideration factors like availability, location, and area of expertise.
· Customer Communication: Engage with customers via phone, email, and other channels to confirm appointments, provide service updates, address concerns, and guarantee a positive customer experience throughout the entire process.
· Review Request Management: Collaborate and send review requests to satisfied customers, encouraging them to share their positive experiences with our services on various review platforms.
· Data Entry and Record-Keeping: Accurately record customer information, job details, and other relevant data into our systems to maintain up-to-date records and promote operational efficiency.
· Assistance with Marketing Efforts: Support our marketing initiatives by managing social media posts, responding to online inquiries, and assisting in customer outreach campaigns.
· Collaboration with Team Members: Work closely with our team to ensure smooth operations, sharing important updates, and helping where needed.
· Problem-Solving: Handle customer complaints and issues professionally, seeking timely resolutions and escalating matters to management when necessary.
Qualifications:
· Previous Experience: At least 3 years’ experience in a customer service or administrative role.
· Excellent Communication Skills: Robust written and verbal communication skills are required for effective interaction with customers and team members.
· Tech-Savviness: Comfortability using various software and tools for communication, data entry, and project management.
· Organizational Skills: Capability to manage multiple tasks simultaneously, prioritize workload, and meet deadlines.
· Customer-Focused: A strong passion for delivering exceptional customer service and a desire to exceed customer expectations.
· Problem-Solving Abilities: Resourceful and proactive when it comes to addressing challenges and finding solutions.
· Reliability and Punctuality: Demonstrable dependability and punctuality in meeting job responsibilities and deadlines.
· Self-Motivated: Ability to work independently and take the initiative to improve processes.