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Full-time Email Us Customer Loyalty Specialist For Back Office - Manila, Ph

at Balsam International in Metro Manila

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Job Post

Company Description
Balsam Brands is a multi-brand e-Commerce retailer with roots in holiday and home décor. Based in Silicon Valley, the company operates market-leading website such as www.BalsamHill.com. We strive for excellence in everything we do and have been honored to receive the following awards as a result:

  • Forbes: America’s Best Small Companies (2016)
  • Inc. 5000: America’s Fastest Growing Private Companies (2012, 2013, 2014, 2015)
  • San Francisco Business Times: Fast 100 – Fastest Growing Bay Area Companies (2012, 2013, 2014, 2015)
  • Silicon Valley Business Journal: 75 Fastest Growing Private Companies (2012, 2013, 2014, 2015)

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.

Balsam International is our Regional Operating Headquarters in the Philippines functioning remotely with a team of hard-working, passionate professionals who contribute significantly to the company’s success. The team in the Philippines enjoy full employee benefits including mandatories (SSS, PAG-IBIG, PhilHealth), 13th month pay, healthcare coverage + 2 dependents, internet subsidy (after regularization), holiday breaks, meal subsidies, company trips and other perks on top of the work-from-home setup.

Job Description
Balsam Brands is looking for Customer Loyalty Specialists (CLS) for Back Office to join our seasonal Customer Success team in the Philippines. The CLS for Back Office will work closely with the Back Office Team to deliver excellent customer and delightful customer service by completing processes behind the scenes. Our ideal candidate is someone with excellent attention to detail, data entry skills, English written skills, strong analytic capabilities and has a fast, proactive learner’s attitude. BPO and Retail Customer Service experience is preferred.

He/She must also exhibit the ability to ensure the confidentiality and security of all company files and information.

What you’ll be doing:

  • Deliver excellent and delightful customer service across different brands by meeting various Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Effectively handle customer service case tasks while representing the brand and its values.
  • Communicate with various colleagues and managers to ensure customer issues are resolved appropriately.
  • Understand company policies and procedures and know when to escalate and de-escalate customer service-related issues.
  • Ensure that all orders are updated on the back-end system, as required.
  • Deliver tasks and projects assigned by the Supervisor or Manager.

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)
  • Experience in Customer Service environments is highly preferred.
  • Excellent attention to detail and proven data entry skills.
  • Excellent written English is required, including grammatical accuracy.
  • Basic knowledge in MS Office programs, particularly MS Excel. Must be able to present and understand information in various documents and spreadsheets.
  • Strong analytical and problem solving and critical thinking skills.
  • Self-motivated and able to prioritize daily work in a fast-paced environment.
  • Positive attitude, and a commitment to excellence.
  • Time management skills is an advantage.
  • Proactive and professional communication with team members. Must be a team player.
  • Ability to learn quickly and work with minimal supervision.
  • Ability to accept feedback and incorporate them in his/her work.

Our must-haves:

  • Must live within Metro Manila, Cavite, Rizal, Bulacan or certain parts of Laguna only (Biñan, Cabuyao, Calamba, Los Baños, San Pedro and Santa Rosa).
  • Must be willing to receive a 5-day paid in-person training (will take place in October 2018) in Ortigas and other in-person trainings/meetings when necessary.
  • Must have a dedicated, functional laptop that meets the following specifications:
For Windows users:
  • OS: Windows 7 – 64 bit or better
  • Processor: Intel Core i3 or better
  • RAM/Memory: 4GB or higher
  • Hard Drive: 500GB or higher
For Mac users:
  • Processor: 2GHz Intel Core i7
  • Memory: 8GB 1600 MHz DDR3
  • Start-up Disk Macintosh HD
  • Graphics Intel HD Graphics 4000 1536MB
  • Must have a back-up laptop or desktop for use, if primary laptop encounters issues.
  • Must have a fast, reliable DSL, Fiber or Broadband connection (not mobile or broadband stick) as the primary internet connection with a minimum actual speed of 5MBPS.
  • Must have a back-up internet connection of the same speed, if primary connection becomes spotty.
  • Must have licensed MS Office (PowerPoint, Word, Excel) including Outlook.

Please note that processing of applications for this role will officially start on Monday, October 8, 2018.

Note: An online assessment will also be part of the recruitment process.

Status: This is a contractual, home-based job that requires eight (8) hours of full-time, dedicated work daily, five days a week. Overtime may be required but will be paid accordingly. If performance if up to standard, the contract will be effective from October 15, 2018 until December 28, 2018.

Location: Our corporate offices are based in Northern California with a Regional Operating Headquarters (ROHQ) in the Philippines. The Accounting Specialist is a remote working position in Manila. Team members in the Philippines are ideally located within easy driving distance to Metro Manila for team outings. They have a great working environment at home with at least 5MBPS internet connection speed. Company executives visit the Philippines regularly so team members attend in-person meetings from time to time.

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Published at Oct 03, 2018
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