Customer Service Representative

Hi! We're Smartsourcing, looking for a Customer Service Representative who can work with us full-time and on-site! Earn up to P28,000!

As a Customer Service Representative,

Your role will focus on the delivery and support of all delegated customer interactions and communications for our client's establishments. The role acts as a support to the Customer Service and Loyalty Administrator and Head of Customer Experience.

Some of the things we expect you to do are to:

• Read every customer review posted to Google Business, Trip Advisor, The Fork, Facebook UberEats and any other assigned public site; determine which are positive or negative
• Respond to all general customer enquiries with the required information, assist with any troubleshooting and connect with relevant team members and/or restaurant/venue
• Respond to customer complaints with appropriate response templates, ensuring appropriate personalisation for the location and issue/theme
• Assign tasks to the corresponding brand and location; Communicate updates to tasks as they happen; Ensure the task is escalated to the appropriate staff member/s based on the required period that lapses
• Connect various departments and team members to relevant issues/themes
• Resolve customer issues efficiently whilst adhering to brand communication standards and correct tone of voice
• Review the resolution provided by restaurant/venue teams and confirm if adequately resolved
• Issue any digital gift cards required as part of the resolution
• Update the task in Asana with relevant tags and close

We would need you to be or have the following:

• High-level English communication skills: Written and oral
• High-level attention to detail
• Demonstrated experience in customer relations and communication, including conflict management
• Be able to demonstrate a natural understanding of customer behaviour and the importance of customer interactions
• Demonstrated emotional intelligence and empathy
• Ability to build strong relationships remotely with constant communication
• Ability to think laterally and proactively problem solve
• Able to work autonomously and priorities workload accordingly

It would be awesome if you are or also have:

• Experience or demonstrated knowledge of the hospitality industry, preferred but not essential

Some of our company perks include:

• ???? Above-industry salary package
• ???? Day Shift
• ???? Fixed weekends off
• ????‍⚕️ HMO coverage for you and your dependent/s after one (1) month
• ???? Free lunch every day
• ☕ Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
• ⛹️ Sports wellness clubs including free-diving
• ????️ Subsidized gym membership at Anytime Fitness
• ✈️ Travel opportunities to Australia
• ???? Exclusive discounts in selected restaurants and merchants
• And so much more!