Customer experience officer (cubao)SM Retail, Inc. - Corporate

WORK LOCATION : CUBAO, QUEZON CITY (NOT A WORK FROM HOME ROLE)
Job Purpose:
To create an #AweSM customer experience from order fulfillment to aftersales as SM expands its e-commerce business
Responsibilities
Serves as Tier 2 Escalations contact for the SM Customer Care team: be able to address escalated concerns on 3PL deliveries, Click and Collect service, and Marketplaces (Lazada/Shopee/Markets)
Responds to customer concerns/complaints on various online platforms when Tier 1 Customer Care team needs assistance
Helps monitor deliveries to proactively inform customers on potential delays/challenges with 3PL deliveries
Coordinates with various support teams to ensure quick resolution of escalated cases
Provides support to other special projects from the Customer Experience Head
Education and Experience
College graduate
With at least 3 years' experience in project management and/or customer service
Great oral and written skills, particularly in English
Problem solver and can work well under pressure
Proficient in MS Office and G Suite applications
Background in e-Commerce or retail customer service is a plus