Customer Service Specialist

Position Summary:

Based at the new Shared Service Center inManila the Customer Service team are responsible for supporting ourcustomersthroughout the lifecycle includingorder entryorder management quotationscustomermaster data.Customer Service Representativesprovide exceptional customer support promptly and accurately when responding to internal and external customer requests.

In addition tothe abovetheCustomer ServiceSpecialistprovidesactivesupporttomanagementwhen requiredtodrivecustomer loyalty maximizing business performance and aligning to the overall business objectives.

Key Responsibilities:

• Bearole model and provide exceptional customer service experience to our external customers and internal stakeholders in the field oforder management.

• Drive the resolution ofcomplex customer requirements manage escalationsprocessingand follow up all relevant requests within the divisions guidelines liaising with partner functions (sales and commercial distribution finance) to fulfill customers requests or resolve issues to ensure timely handling of enquiries.

• Becomeexpertin Customer Relationship Management systems.

• Adhere to company policies operational regulations and departmental training guidelines.

• Deliver on promise on daily/weekly/monthly key performance indicator metrics.Proactively engage and driveefficiency and productivity initiatives.

• Take the lead as a single point of contactfor technical activitieson assignments/projects as required by business expectations.

• Drive and continuously improveprocessesand demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality.Activelydrivedevelop and review training materials and contribute to new joinertrainings.

• Developrelevant daily customer service reports.

• Assess individual customer requirements and if required direct activities to appropriate partner departments.

• Act as deputy of Team Leader when requiredandsupportthe management teamwith consolidatedoperationaldataandservice reports.

• Provide expertise guidance and support to colleagues

REQUIRED EDUCATION/EXPERIENCE:

• High integrity and compliance.

• Display stringent attention to detail and accuracy.

• Be able to lead and facilitate meetings take ownership for actions.

• Must be very approachable calm and methodical.

• Good problem-solving skills and ability to multitask under tight deadlines.

• Must possess self-motivation enthusiasm a positive attitude and perform as a team player.

• Strong written and verbal communication skills

• Exceptionalorganizational skills and the ability to prioritize workload effectively.

• Must demonstratejudgmentdiplomacy in dealing with internal and external customers.

• Workonown initiative on daily routine tasks as well as solving system issues.

• Ability to deal with ambiguity to act without having all details availablehave asense of ownership of roles and responsibilities and ability to see the bigger picturedemonstrate a can-do attitude and a proactive solution-focused mindset.

• Competent Microsoft Office user.

• A minimum of 3-5 years customer service experience is required in an SSC/multinational/office environment.

• Experience with ERP systems preferred

• Fluency of the English Language both written and verbal.

• Requires a high school diploma or a Government Body award. ABachelors Degreeis preferred but not essential candidates with relevant experience and knowledge will also be considered.

Working Conditions:

• This position requires repetitive typing and regular use of a computerplus multiple displays.

• Most of the other physical demands are typical with those associated with an office environment.

• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.