EXECUTIVE CUSTOMER CARE ADVOCATE
Make your next big career move by applying as KMC Solutions' next EXECUTIVE CUSTOMER CARE ADVOCATE
Job Summary:
We are looking for an experienced candidate to join our Executive Customer Care Advocate team. Team members managecorporate escalations, agency responses, and vendor partner commitments and workflows.
The primary objective of this team is to isolate and triage high visibility, complex, and at times challenging customerscenarios. This team is the last line of defense for Arlo. We listen first to understand and empathize with the customer’sunique scenario. We then prepare and present the best available resolution to the customer.
This position will require critical thinking, complex problem solving and strong negotiation skills. The ideal applicant will be asolid contributor to the team’s objectives while maintaining consistency with independent deliverables. Applicants mustpossess strong customer-centric values and adept soft-skills to communicate effectively with customers.
On top of your salary, here are the exciting benefits you can look forward to:
• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves
The main responsibilities of a EXECUTIVE CUSTOMER CARE ADVOCATE include:
- Essential duties and responsibilities include:
- Acknowledge and respond to ALL inquiries and tasks within SLA
- Execute action plans to stabilize consistency with escalation risk mitigation
- Acts as the final point of contact for consumer issues, complaints and escalations via Phone, Email and Omni Channels
- Proactively monitor high priority support cases and provide assistance
- Closed loop feedback for identified L1 opportunities
- Internally communicate feedback and concerns from customers in tandem with resolution updates
- Manage governing agency and vendor partner commitments within defined SLA
- Manage and report Legal and Safety and Hazard concerns to Regulatory and Legal teams
- Manage brand reputation via social media/community escalations and Better
- Business Bureau case management within defined SLA
- Work with various internal departments to complete cross-functional projects and tasks
- Maintain meticulous Case/ticket documentation
- Manage chargeback inquiries for various merchant accounts
- Contribute to RMA/Inventory audit to help supply chain minimize inventory shortage/backorder
- Collaborate with Support Operations to enhance process and procedures to enhance the overall customer experience
- Meet or exceed all Key Performance Indicator expectations monthly
- Continued product and service awareness and education (lab exercises, training courses, and procedural/policy updates) to maintain proficient supporting ourproducts and providing resolutions
To apply, you must be an expert on the following requirements:
Education and Experience:
- Bachelor’s degree or proven related experience
- Negotiation tactics and or critical thinking course work a plus
- 2+ years of experience providing customer service related to ecommerce activity
- 2+ years of experience providing escalation technical support or customer service related deliverables
- 1+ year of experience providing technical support to consumer electronic products
- Work history including the following: Level L2 Support, SME, Escalations Lead, and
- Executive/ Corporate escalations is highly desirable Customer Care Advocate
Required Skills:
- Excellent written and verbal communication skills
- Strong analytical, critical thinking, and problem-solving skills.
- Attention to detail
- Ability to multi-task and adjust priorities to optimize task timelines
- Must be able to perform under stress and pressure.
- Receptive to constructive feedback
- Experience with Salesforce is a plus
The successful candidate must submit the following pre-employment requirements
- Scanned copy of valid NBI Clearance
- Accomplished Medical or PEME Slip (covered by KMC)
- 2x2 & Half body picture with white background
- Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
- Photocopy of 2 valid IDs – front & back (government-issued)
- Clear copy of your Birth Certificate (PSA or NSO)
- Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
Our Culture
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
Life within KMC: Work Hard Party Harder
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
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