[ref. c93892204] Customer Care Associate
I. JOB SUMMARY
The Customer Care Associate is responsible for providing front-line support to customers by responding to inquiries, resolving basic issues, and ensuring a positive customer experience. This role ensures that customers receive timely, accurate, and courteous assistance while maintaining service quality and company standards.
MAJOR ACCOUNTABILITIES- Customer Support and Inquiry Handling
- Complaint Logging and Basic Issue Resolution
- Customer Records Management
- Service Quality and Protocol Compliance
- Coordination with Internal Teams
- Customer Feedback Collection
- Support to Team and Operations
II. DUTIES AND RESPONSIBILITIES
KEY COMPETENCIES CORE JOB RESPONSIBILITIES
Customer Support and
Inquiry Handling- Responds promptly to customer questions and requests via phone,
- Processes online orders.
- Provides product, service, or policy information clearly and accurately.
- Guides customers in using company services or navigating procedures.
Complaint Logging and Basic
Issue Resolution- Listens to customer concerns, log complaints, and attemptsimmediate
- Escalates complex issues to supervisors or other departments when
necessary.
Customer Records Management- Accurately documents all customer interactions and updates in the
- Maintains up-to-date customer information following Mary Grace
Foods, Inc.’s guidelines.
Service Quality and Protocol
Compliance- Follows standard operating procedures and scripts when handling
- Upholds service quality, communication etiquette, and confidentiality
standards.
Coordination with Internal
Teams- Communicates with other departments for order updates, service
- Ensures timely follow-up with customers on pending concerns.
Customer Feedback
Collection- Encourages customers to share feedback on their service experience.
- Relays customer suggestions or complaints to supervisor for
evaluation.
Support to Team and
Operations- Assists in preparing reports, summaries, or updates when needed.
- Participates in team meetings, training sessions, and knowledge
sharing.
Flexibility and Adaptability- Performs other tasks assigned by the immediate superior to contribute
- Continuously seeks opportunities to learn and develop new skills by
- Adjusts plans and priorities to accommodate changes and unexpected
situations.
Communicating with
Integrity and Respect- Role models and upholds Mary Grace Foods’ vision, mission, values and
- Builds trust, fosters positive relationships, and maintains a healthy
demonstrating empathy, understanding, and taking responsibility for
words and actions.
III. QUALIFICATIONS
Education • Graduate of Bachelor’s degree in Business Administration,Communications, Marketing, or any related course.
Work Experience • At least six (6) months work experience in a customer service or
support role.
Core Competencies- Good oral and written communication skills
- Proficiency in Microsoft Office tools and ticketing systems.
- Good time-management skills with the ability to handle various
- Ability to remain calm and empathetic under pressure
- Detail-oriented, customer-focused, and can work well in a team
environment
IV. WORKING CONDITIONS
Work Schedule
Requirements- Full Time and On-Site (primarily office-based)
- Working Day: six (6) days a week, shifting schedule
- Lunch Break: one (1) hour / working day
- Required to work during holidays and weekends
- Frequent coordination with peers, cross-functional departments,
external customers and immediate superior/s
Physical Requirements- Frequent use of computer and/or laptop for extended periods,
including typing, using a mouse, and viewing a computer screen for
prolonged periods.- With normal or corrected vision to read documents, computer
- With normal or corrected hearing to communicate effectively with
- Manages stress effectively in a fast-paced work environment,
including maintaining composure under pressure and meeting
deadlines.