Customer Care

Position Details

Department:

Operations

Reports To:

Team Leader / Client Point-of-Contact

Employment Type:

Full-Time (Permanent)

Work Site:

Angeles City / San Fernando City

Work Schedule:

Morning Shift (Monday to Friday) / Night Shift (Monday to Friday) / Shifting Schedule

About the Job

The Customer Care professional serves as the primary point of contact for clients, property owners, residents, contractors, and other stakeholders by delivering exceptional customer support through phone, email, and other communication channels. The role is responsible for managing inquiries, resolving concerns, coordinating with internal teams, and ensuring that customer requests are handled promptly, professionally, and efficiently. This position plays a vital role in fostering positive client relationships by providing excellent customer service while maintaining accurate records and supporting the smooth delivery of client operations.

Responsibilities

Customer Support

• Respond to inbound and outbound customer inquiries through phone, email, and other communication channels.
• Provide accurate information regarding client services, requests, policies, and procedures.
• Deliver professional, courteous, and solutions-focused customer service at all times.
• Escalate complex concerns to the appropriate department or client point of contact when necessary.

Case Management

• Receive, log, and monitor customer inquiries, requests, and concerns.
• Coordinate with internal teams to facilitate timely resolution of customer issues.
• Follow up with customers regarding the status of pending requests and completed resolutions.
• Monitor service timelines to ensure customer expectations are met.

Documentation and Records Management

• Maintain accurate records of customer interactions, correspondence, and service requests.
• Update client systems with relevant information and communication logs.
• Ensure customer records and documentation are complete, accurate, and properly maintained.
• Assist in preparing customer notices, communication templates, and reports as required.

Client Relationship Management

• Build and maintain positive relationships with customers through professional and responsive communication.
• Promote a customer-first approach by providing timely updates and proactive support.
• Identify recurring customer concerns and communicate opportunities for service improvement.
• Support client retention by delivering a consistently positive customer experience.

Administrative Support

• Assist with administrative tasks related to customer service operations.
• Coordinate with internal departments to ensure smooth communication and workflow.
• Maintain operational trackers and reports related to customer service activities.
• Perform other duties assigned to support client operations.

Requirements

Qualifications:

Education:

• High School Graduate, Senior High School Graduate, Vocational Graduate, College Undergraduate, or Bachelor's Degree holder are welcome to apply.

Experience

• Previous experience in customer service, call center, BPO, client support, administrative support, hospitality, retail, or any customer-facing role is an advantage but not required.
• Fresh graduates and career shifters are welcome to apply.
• Candidates with excellent communication and interpersonal skills are encouraged to apply.

Benefits

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee