Customer Care Specialist
Job Description: A Customer Care Specialist delivers personalized support across the following channels (e.g. email, chat, and social media) to resolve inquiries, complaints, and technical issues. They act as the brand voice, maintaining high customer satisfaction through an excellent level of professionalism, empathy, and expertise when it comes to PICKUP COFFEE's (PUC) standards namely: product quality, uplifting service, store cleanliness and condition.
Job Scope:- The role of the customer care specialist goes beyond basic support.
- term customer loyalty and driving brand value.
Not all feedback is communicated directly by the customer through chats and emails
- thus it is the role of the customer care specialist to translate these experiences (e.g.
- from initial touchpoint to resolution.
Work Environment: Customer Care Specialists wll work onsite in the command center. The team will support operations for 7 days with alternating shifts thus they will be working remotely (WFH) during specified days in a week.One (1) day work from home with weekend customer support functions.
Case Management Task - Shift 1: T-W-Th-F-Sat (Sat: WFH) Days Off: Sun & MonCase Management Task - Shift 2: Sun-M-T-W-Th (Th: WFH) Days Off: Fri & Sat
Social Media Engagement - Shift 3: Mon - Fri (no WFH) Days Off: Sat & Sun
Note: Social Media Engagement will be covered during weekends by either Shift 1 of Shift 2 Customer Care Specialists
Channels or Touchpoints: Website, Email, In-store, Google Reviews, Aggregators, Barista App, Social Media Platforms
Headcount Requirement: Customer Care Specialists will be working from 9am to 6pm day shifts, weekends, or holidays (with holiday and/or OT pay)Their rest days will vary depending on their shift assignment.
One (2) Customer Care Specialist in charge of Case ManagementOne (1) Customer Care Specialist in charge of Social Media Issues and Concerns
Support & Resolution:A. The key role of the customer care agent is to bridge the service gap or expectation between the customer and the stores to acknowledge, provide immediate attention and assisance in resolving their concerns as soon as it's communicated to the store operations team and/or head office support groups.
- Respond to high-priority or high risk inquiries regarding service or product quality concerns by ensuring timely coordination with the customer and the stores
- Respond to all inquiries related to specific store issues that need immediate action e.g. employee concerns, franchise inquiries, etc.
- Respond to all complaints related to PUC standards (e.g. product quality, service, food safety & hygiene, store cleanliness and condition, etc.)
- Respond to issues related to local government municipalities and regulatory bodies like DTI, BFAD, DA, DOLE, etc.
- Utilize live chat to talk to customers using the company's social listening platform
- Ensure that customers receive acknowledgment replies to all types of feedback
- Ensure customers concerns are responded to and resolved within acceptable and agreed timelines
- Provides personalized and emphatic responses related to complaints management.
- Coordinates resolution of complaints between head office support teams, store operations, and the customer.
- Coordinate PICKUP App and Google Play issues with concerned department and ensure immediate resolution to complaints received.
- Work with head office subject matter experts and department leads in handling concerns.
- Monitor handling of concerns received, based on priority levels, and case closures.
D.Issue Escalation: Identify, document, and escalate complex issues to concerned Area Managers and Franchise Business Partners.
- Determine high risk cases and immediately notify stakeholders and departments as necessary.
- Ensure VIP concerns are handled with utmost urgency and empathy.
- Utilize the dashboard to highlight topmost concerns and identify improvement areas particularly for recurring issues.
- Product Knowledge: Maintain in-depth knowledge of products/services to provide accurate information.
Required Skills and Qualifications:
- Communication: Exceptional verbal and written English communication skills
- Technology: Proficiency in Social Listening and/or CRM tools, Microsoft Office (Word, Excel), and web browsing
- Soft Skills: High patience, empathy, active listening, and problem-solving abilities.
- Multi-tasking: Ability to navigate multiple screens and applications simultaneously
- Experience: College diploma or College Level required; 1–2 years of previous customer service or call center experience preferred but not required