Customer Relations Officer

Education

College graduate (Preferably Sales and Marketing, Business Management and related courses)

Qualifications

Work Experience
• At least 1 year work experience in sales- related frontliner role (i.e. QSR crew, customer service agent, etc.)

Source Roles
External:
• Sales, trade marketing, IT, project management, franchising business model experience in Telco, FMCG, Insurance, multi-level Marketing, Service Company

Internal:
• Retail Sales, Sales & Distribution

Duties and Responsibilities

DRIVES PROFITABILITY
• Delivers Target thru comprehensive digital solutions to customers.
• Delivers products and services as maybe covered by commercial agreements with affiliated companies ie PLDT, Cignal etc
• Increases revenue thru upgrade of plans/packages, promotion of Value Added Services and endorsement of referrals by effectively assessing customer needs.

DELIVERS CUSTOMER EXPERIENCE
• Ensures first contact resolution and standard for quality and customer service metrics are met by performing the following:
o Identifies and assesses customers' needs to achieve satisfaction
o Builds sustainable relationships of trust through open and interactive communication
o Handles requests and complains, provide appropriate solutions and alternatives to provide first contact resolution
• Ensures execution of Customer Journey consistently and within prescribed standards. 
• Proactively solicits customer feedback regarding the quality of service provided 
• Maintains existing relationship with customers and advocates VIP handling

CUSTOMER RELATIONSHIP MANAGEMENT
• Builds long term relationship with the customers
• Responds and handles inquiries, requests and complaints from assigned accounts 
• Acquires new customers from existing customers thru cross selling and upselling. 

OPERATIONS MANAGEMENT
• Observes the following processes/guidelines in order to effectively perform the job: 
o Daily Routine for CSOs (dependent on the type of store format where assigned)
o Sales, Aftersales, Cashiering and Inventory business processes
• Ensures compliance in monitoring and resolving the following:
o Post review findings
o Individual inventory variance
o Pending transaction in individual worklist
• Handles inventory operations, (as needed for LCSO assigned as IO reliever Ensure service fulfillment delivery of services as maybe covered by commercial agreements with affiliated companies ie PLDT, Cignal etc

DIGITAL PROFICIENCY
• Improves digital skills by checking latest trends in the market.
• Ensures compliance on e-learning and other training requirements