Customer Success Engineer (Mechanical, Industrial, Electrical Engineering)
A
Amici Mercantile Inc.
20 - 23K PHP
Full-time
86 Mayon St. 86 Mayon St, Quezon City, 1114 Metro Manila, Philippines
Job Description:
Gathers customer feedback thru various channels and works towards resolving customer issues within appropriate service levels, and improving the environment to prevent recurrence of issues. Aims to delight customers, assist customers with issues and convert them to advocates.
Duties and responsibilities:
- Attend promptly Customer to satisfaction for reactive / proactive Customer Care assistance for retail and project customer
- Retail outlet service assistance
- Perform knowledge enhancement activities for plumber / technician / maintenance staff
- Attend for Customer Care assistance of trade partners (Market)
- Service center management
- Maintain right spare parts stock and with clear trace and track of its usage
- Plan , appoint, manage and monitor outsourced service network for its proper working
Call Center Management
- Handling inbound and outbound calls (mobile,landline)
- Manage and respond to customer inquiries
- Manage customer interactions across Lazada, Shopee, Tiktok, Grab
- End-to-end express sales assistance when needed
- eCommerce order entry (Creating Sales Order)
- Assist with order tracking, product inquiries, returns, and complaints
- Ensure fast response times and high customer satisfaction ratings
- Messaging Platforms
- Provide real-time customer support via:
- Viber
- Assist customers with inquiries, orders, and follow-ups
- Social media engagement
- Respond to customer messages, comments, and inquiries on:
- TikTok
Documentation and Reporting;
- Keep accurate records of customer interactions and cases
- Prepare reports related to:
- Service and maintenance
- Installation and testing
- Warranty report (warranty claims across branches)
- Service call response time
Functional Requirements:
- Excellent written and verbal communication skills (English )
- Ability to plan, organize and execute
- Information management
- Team-leadership
- Formal presentation skills
- Persuasiveness
- Adaptability
- Innovation
- Judgment
- Decision-making
- Stress tolerance
- Ability to work on / thru word doc, XLS, online CRM and email.
- Less open service call count : less than 2 days , average service call flow.
- Accomplish successfully knowledge enhancement targets.
- Spares MSL maintenance with total track of spare part transaction.
- Nil escalation from trade partners.
- Customer satisfaction
ADVANTAGE SKILLS/QUALIFICATIONS:
- Graphic design
- CAD
- PRC
- Government compliance for LTO