customer care AssociateMelaleuca of the Philippines, Inc.

Job Summary
Reporting to the Call Center Manager, the Customer Care Associate is in charge of providing world-class customer service to ensure excellent customer experience. He/She is tasked to handle inbound and outbound calls in a professional and courteous manner ensuring that each customer is delighted in every interaction.
Duties and Responsibilities
Receive inbound telephone calls and communications to accurately and courteously answer questions and inquiries and determine how to best serve the customer
Establish good rapport with customers and handle basic enquiries about the company's products, compensation plan, business policies, programs, bonuses and incentives when appropriate
Guide and educate customers about the company's products and services
Ensure smooth and on time order processing by encoding orders accurately into the computer system for timely dispatch, delivery and receipt of correct orders by customers
Receive inbound calls without "wait" times and ensure that customers in queue are attended to immediately
Enroll new customers making sure that enrolment forms are completed and customer information is encoded into the computer system accurately
Perform suggestive selling to increase average order size using effective cross-selling techniques
Partner with customers to address concerns and solve problems such as lost orders, damaged or missing items and product returns
Collaborate closely with other departments to address customer concerns and to ensure smooth and timely customer service delivery
Manage customer complaints to ensure on time closure and escalate to Call Center Manager if needed
Deliver Key Performance Indicators (KPIs) and metrics for world-class quality of customer service
Attend trainings to continuously be updated on knowledge of company's products, compensation plan, policies and procedures
Comply and ensure compliance to all policies, standard operating procedures and guidelines for consistent quality of customer service
Performs other duties as assigned or needed
Qualifications
Bachelor's Degree in Business Management/Administration, Commerce, Psychology, Communications, Journalism or equivalent
Two or more years of experience in customer care/service and/or sales
Excellent listening, written and verbal communication skills with ability to communicate clearly in person, by phone and online
Proficient in use of computers and applications like Microsoft Office including Word and Excel
Typing speed of at least 30+ wpm and 10-key by touch
Skills and Core Competencies
Passion for the customer - outstanding customer service personality with high level of patience, understanding and compassion
Excellent verbal and written communication abilities coupled with strong customer relations skills
Trustworthy - able to maintain confidentiality of data and information
Positivity - high level of emotional intelligence with enthusiastic and positive attitude, exhibits grace under pressure
Attention to detailed work and ability to perform with efficiency and accuracy
Manual dexterity and multi-tasking skills