Customer Service Advisor

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Accurately and efficiently register customer appliance warranties across relevant systems.

• Verify customer and product details, ensuring comprehensive and precise records are maintained.

• Address basic warranty registration inquiries and escalate more complex concerns as needed.

• Process customer returns in accordance with company policies and procedures.

• Generate replacement and resend orders when appropriate.

• Communicate with customers, retailers, couriers, and internal teams regarding return and replacement inquiries.

• Update and close cases within established service level agreements.

• Reconcile returned items with system records and supporting documentation.

• Investigate any discrepancies between returned products and recorded transactions.

• Bring any unexplained variances or recurring issues to the attention of management.

• Manage customer inquiries through email, live chat, and other communication channels.

• Provide prompt updates on warranty registrations, returns, and replacement orders.

• Achieve quality, productivity, and service benchmarks.

• Assist the wider customer service team with administrative responsibilities.

⛳️ Requirements

• Completion of high school education or a vocational training course.

• 1–3 years of experience in customer service or an administrative capacity.

• Familiarity with Freshdesk, Zendesk, or similar customer support ticketing systems is highly desirable.

• Experience in logistics, order processing, supplier coordination, or supply chain operations is advantageous.

• Strong written and verbal communication abilities.

• Excellent attention to detail and precision.

• Capacity to handle multiple tasks and prioritize workload efficiently.

• Proficient in using Microsoft Office, especially Outlook and Excel.

• Ability to work independently while adhering to established processes.

• Experience with processing returns, replacements, or warranty registrations is desirable.

• Familiarity with CRM systems is a plus.

• Background in a contact center or customer support environment is advantageous.

• Customer-oriented, professional, and positive demeanor.

• Dependable, organized, and capable of meeting deadlines.

• Strong problem-solving abilities.

• Team player willing to assist colleagues.

• Adaptable and able to thrive in a fast-paced setting.

• Availability from Monday to Friday, 8 AM to 4 PM UK Time, including a 1-hour break.

🏝️ Benefits

• Opportunity for professional growth and development.

• Flexible working environment.

• Comprehensive training and support.

• Competitive salary and benefits package.