Contact Center Specialist
POSITION OVERVIEW
We are looking for a customer-focused and highly organized Contact Center Specialist to support our growing operations. The position will be responsible for handling inbound and outbound calls, managing customer inquiries, scheduling appointments, conducting follow-ups, and ensuring accurate documentation of all customer interactions.
KEY RESPONSIBILITIES
Call Handling and Appointment Booking
Answer customer calls promptly and professionally, provide accurate information regarding services, promotions, and branch availability, and schedule appointments following established booking procedures and service guidelines.
Customer Inquiry Management
Respond to customer questions, concerns, and requests through phone and other approved communication channels while ensuring a positive and professional customer experience.
Outbound Calls and Customer Follow-ups
Conduct appointment reminders, repair status follow-ups, post-service satisfaction checks, and follow-up communications for pending customer inquiries and service opportunities.
Documentation and Data Accuracy
Accurately record all customer interactions, update booking sheets and system trackers, and ensure customer information is complete, organized, and error-free.
Escalation Management
Identify concerns requiring additional support and escalate technical, operational, or sensitive customer issues to the appropriate department or supervisor following company escalation procedures.
Coordination with Branch Operations
Coordinate with Service Advisors regarding scheduled appointments and customer requirements, and work closely with branch personnel to ensure seamless customer service delivery.
Customer Experience and Quality Standards
Follow approved call scripts, customer service standards, and inquiry management procedures while maintaining professionalism, courtesy, and consistency in all customer interactions.
QUALIFICATIONS- Bachelor's degree in , Marketing, Communications, Business Administration or any related field
- At least 1–2 years of experience in customer service, call center operations, appointment scheduling, or related roles
- Excellent verbal and written communication skills
- Strong customer service orientation with the ability to handle inquiries professionally
- Strong organizational skills and attention to detail
WORK SCHEDULE
Monday to Saturday
8:00 AM – 5:00 PM
WHY JOIN US
Master Garage Philippines offers the opportunity to be part of a fast-growing automotive service organization committed to delivering exceptional customer experiences nationwide. As a Contact Center Specialist, you will play an important role in connecting customers with our services, supporting branch operations, and contributing to the company's continued growth and expansion.
This position provides valuable exposure to customer relationship management, appointment coordination, and multi-branch operations while allowing you to develop communication, service excellence, and operational support skills within a dynamic and growing organization.