CLIENT CARE MANAGER

Job Description

Position Purpose

Providing a productive and motivating work environment by leading the Client Care team and ensuring they are working proficiently within their roles and provide a positive customer experience. Managing the daily operations of the business including organising customer orders, delegating tasks, resolving queries and disputes in a timely manner and driving online sales. Clearly communicating company standards, goals and processes whilst leading by example. As an e-commerce brand, most communication will be written, so strong written and verbal skills are required.

Key Duties

Maintaining a positive, empathetic, and professional attitude toward customers at all times.

Ensure customer satisfaction and customer support is provided in a professional manner by the whole team, including yourself.

Manage customer expectation by giving timely updates re their orders.

Manage and oversee time sensitive orders to ensure the customers have received product within the expected timeframe.

Responding to customer inquiries in a timely manner.

Ensure sound product knowledge and is well informed on the product offerings.

Good understanding and alignment on the brand’s messaging, vision, and values.

Team Management and Development

Delegating customer enquiries to the team that have been directed through Zendesk.

Provide support to the Client Care team to resolve customer issues whilst handling escalated customer disputes and issues to ensure they are resolved in a positive and timely manner.

Keeping records of customer interactions, transactions, comments, and complaints.

Train and support team members as necessary.

Coach, mentor, and provide feedback to team members in line with their KPIs.

Ensure that the department members have a sound product knowledge and product offerings.

Assess individual performance through observation and measurement, and suggest corrective actions as needed.

Foster a competitive yet collaborative team environment.

Use clear communication to ensure the team works efficiently within the wider En Gold company.

Ensure that the team have good understanding and alignment on the brand’s messaging, vision, and values.

Supporting the team in all processes as necessary, this may mean allowing for flexibility within your role and working outside of the scope of works.

Continuous improvement

Providing feedback to the team and Operations Manager on the efficiency of the customer service and experience process and flow.

Understanding our craftsmanship and updated product knowledge in order to provide accurate and informed advice.

Is able to take customer reviews on board to allows foster continuous improvement.
Assess current team processes and procedures, identify opportunities for improvement, and implement them.

Operations Compliance with Dispatch Procedures

Work closely with the logistics department to get updates re customer orders in order to satisfy customer expectations and deliver in timely manner.

Missed orders or delayed shipments are documented on the priority dispatch sheet.
Creates and delivers dispatch sheets from the logistics team in order to provide ETAs to clients.
Hold fees are implemented in the event of a delayed customer pickups and voluntary delay of delivery.

Compliance with the Inventory Management System

Be proficient on how to use the DEAR, an inventory management system and knows how to draw accurate information about sales and product availability.

Maintains an understanding of programs to use them efficiently.

Creates "dummy orders" if items are lost and not allocated in Dear. This process allows for replacements to take place.

Compliance with Warranty procedures
Documentation of warranties cases and recording details and actions taken for each case. Only committing to a replacement or refund if a repair is not possible.
Can educate clients about natural stones and possible repair options.
Refund and repair sheets are always created in the event of a refund or repair.
Track and report product faults and issues to align with operations processes.

Person Specification

Proficiently using Zendesk, Shopify and Dear System to execute, process and keep up to date records of all customer orders/ product inventory and information.

Results driven.
Diverse people skills.
Detail focussed.
Team player
Proven ability to multitask and juggle multiple priorities or deadlines.

A successful candidate should be prepared to submit and complete the following as part ofonboarding requirements.

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth).
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team)

Click https://bit.ly/KMCOnboardingRequirements to view the complete list of KMC’s pre-employment requirements.

Additional Information

Career Level
Assistant Manager/Manager

Years of Experience
Min 3 years (Assistant Manager/Manager)

Job Specialisations Customer Service Company Overview

Fostering Talent Growth in the Philippines

Spoken Language English

Job Type Full-Time

KMC has been at the forefront of providing flexible office solutions and sourcing top-tier offshore talent for over a decade, providing professionals the opportunity to refine their skills and contribute their expertise to the workplace.

KMC’s 20+ flexible workspaces all over the country are tailored to teams of all sizes and stages, ensuring that it caters to the needs of every team member. Our innovative office spaces are designed to accommodate various work styles, fostering an environment that encourages collaboration and facilitates personal growth.

In 2022, we have been awarded as one of the Best Workplaces in the Philippines and have been officially recognized and certified by the global authority on workplace culture as a Great Place To Work ®

As the leading provider of flexible spaces and talent-as-a-service in the Philippines, KMC possesses a unique advantage in connecting you with companies that align with your professional and personal needs. Our diverse client portfolio includes small to medium-sized enterprises, multinational corporations, and Fortune 500 companies, which could potentially be your next employer.

To learn more about us and our offerings, visit https://kmc.solutions Unleash your growth potential in the Philippines with us.