Customer Care Associate

JOB SUMMARY

The Customer Care Associate is responsible for providing timely assistance and feedback to customers with their inquiries and concerns raised via SMS, call, email or chat.

• Answer phone calls and attend to live chat pertaining to general inquiries such as but not limited to casino events, theater shows, live concerts, movie screening time, casino & hotel promotions, mall activities, slots and table games tournaments, membership concerns, shuttle service program, and all other related inquiries
• Reply to email inquiries of customers in a professional manner based on the set standards and in accordance to email etiquette
• Facilitate sending of SMS and collate feedback from incoming SMS to measure customer satisfaction
• Facilitate return calls to customers for follow up of pending concerns or resolution of transactions
• Handle complaints of customers and take necessary actions to resolve issues within the acceptable turnaround time including proper documentation of cases
• Coordinate with the hotel partners in room reservation for NWR members
• Other duties as assigned

• Completed at least two (2) years in College or Senior High School graduate
• Preferably at least one (1) year of working experience in a BPO industry (call center set-up) or In-House Contact Center
• With at least one (1) year of experience in Customer Service
• Preferably with working experience in hotel reservations or front desk
• Has strong customer handling skills
• Possesses excellent communication skills
• Confident and decisive in handling challenging scenarios
• Can easily adapt to change
• Passionate in dealing with people
• Able to work quickly under pressure
• Proficient in Google Workspace