Sr. Loyalty Specialist For Front Office - Manila, Ph
at
Balsam Brands
in Metro Manila
Published at Aug 16, 2016
Jobs posted 60 days ago are considered expired.
Overview: Balsam Brands is looking for Sr. Loyalty Specialists (SLS) to join our seasonal Customer Service team in the Philippines. The Sr. Loyalty Specialist will work closely with the Customer Service Team to deliver excellent customer service primarily through quality audits and real time coaching and support.
The ideal candidate is someone with passion for excellence, strong quality orientation, keen attention to detail, excellent English communication skills, positive attitude, strong analytical capabilities, and a fast, pro-active learner’s attitude. He/She will report to the Sr. Loyalty Lead.
What you’ll be doing:
- Evaluate 20-30 Customer Loyalty Specialists’ (CLS) E-mail and Live Chat cases on a daily and weekly basis.
- Help drive individual and team performance through real-time virtual support, constant feedback and coaching to meet and exceed Key Performance Indicators.
- Recommend and update knowledge base articles that will assist CLS’ in delivering accurate issue resolutions.
- Effectively handle customer service E-mails and Live Chats by representing the brand and its values to meet Service Level Agreements (SLAs).
- Complete quality reports and other reportorial requirements accurately and within the specified timelines.
- Handle support queues to ensure that cases are addressed and/or endorsed to appropriate groups in a timely and satisfactory manner.
- Communicate with various colleagues, managers and departments across different functions and geographies to ensure customer issues are resolved appropriately and operations are running smoothly.
- Understand company policies and procedures and know when to escalate and de-escalate customer service related concerns as well as providing timely cascades in operational changes in-season.
- Ensure accurate and real-time updates of cases in the back-end system as required.
- Follow routine procedures such as checking inventory levels, site audits and systematically working through our file management system.
- Other tasks as directed.
What you bring to the table:
- At least two (2) years of college education.
- One (1) year of relevant work experience (Customer Service, business correspondence, corporate communications or writing).
- Excellent written English is required, including grammatical accuracy.
- Comfortable in learning and working in various technology-based systems and working through a task via electronic means: Salesforce, Volusion, Sococo, online project management tools, Skype, E-mail and chat.
- Basic knowledge in MS Office programs, particularly MS Excel. Must be able to present and understand information in various documents and spreadsheets.
- Ability to think creatively to solve problems and make judgment calls when necessary. Clarifying potential issues before they arise so they can be worked through effectively.
- Willingness to ask questions, troubleshoot and obtain clarification when needed.
- Excellent time and people management skills.
- Self-motivated, detail-oriented, and able to prioritize daily work in a fast-paced environment.
- Ability to learn quickly, multi-task and work with minimal supervision.
- Ability to accept feedback and incorporate in his/her work.
- Strong analytical and problem-solving skills.
- Positive attitude and a commitment to excellence.
- Exhibit the ability to ensure the confidentiality and security of all company files and information.
- Experience in customer service environments is highly preferred.
- Experience working remotely is a plus.
What you must have:
- Willingness to receive a mandatory 8-hour, five-day, paid in-person training (will take place in September 2016) in Ortigas.
- A dedicated, working laptop that meets the following specs:
- For Windows users:
1. OS: Windows XP / 7 / 8
2. Processor: Intel Core 2 Duo E6600 / Intel Core 2 Duo 2.4 GHz / AMD Phenom X3 8750
3. RAM / Memory: 2 GB
4. Hard Drive: 320 GB - Recommended:
1. OS: Windows 7 or 8 – 64 bit or better
2. Processor: Intel Core i3 or better
3. RAM / Memory: 4 GB or higher
4. Hard Drive: 500 GB or higher - For Mac users:
1. Processor: 2 HGz Intel Core i7
2. Memory: GB 1600 MHz DDR3
3. Startup Disk: Macintosh HD
4. Graphics: Intel HD Graphics 4000 1536MB - Must have a back-up laptop or desktop for use, if primary laptop encounters issues.
- Must have a DSL, Fiber or Broadband connection with a minimum actual (not subscribed) speed of 2MBPS (Proof of subscription will be required).
- Must have a back-up internet connection of the same speed, if primary internet connection becomes spotty.
- Must be willing to work mostly on the graveyard shift, shifting schedules, or a fixed schedule and amenable to changes in work schedule depending on business needs.
- Must not have any planned trips or long vacations between October 2016 and January 2017.
- Currently residing within Metro Manila, Cavite, Bulacan and Rizal only.
Status: This is a contractual, home-based position that requires 8 hours of full-time, dedicated work daily, five days a week. Overtime may be required but will be paid accordingly. If performance is up to standard, the contract will be effective until January 27, 2017.
How to Apply: Please click this link – https://www.smartrecruiters.com/BalsamBrands/95673579-sr-loyalty-specialist-for-front-office-manila-ph?oga=true
About Balsam Brands: Balsam Brands is an innovative e-Commerce retailer of home décor and other consumer products. Based in Silicon Valley, Balsam International Limited operates market-leading websites such as www.BalsamHill.com and www.BackyardOcean.com. The company’s outward focus on building trusted consumer brands along with its internal focus on excellence and being a great place to work have propelled it to consistent, rapid growth.
Location: Our corporate offices are based in Northern California and Dublin, Ireland, with a Regional Operating Headquarters (ROHQ) in the Philippines. The Sr. Loyalty Specialist is a remote working position that requires a home office setup (a laptop is a prerequisite during the in-person training and in-person meetings) with a fast, stable reliable internet connection with at least 2MBPS actual speed. A back-up internet connection is a must. Candidates must be located in Metro Manila or within driving distance to Metro Manila, Cavite, Bulacan and Rizal to attend the training session.
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