Specialist II Customer Care

Logistics, Sales & Operations · Sales & Business Development · Customer Success · Sales Support · Office Administration

In short

Emerson is looking for a Specialist II, Customer Care professional to join their team in Mandaluyong, Philippines. This hybrid, full-time role involves serving as the company's frontline representative, managing customer inquiries via chat, calls, and emails, and contributing to continuous improvement initiatives. The ideal candidate will have at least 3 years of experience in a global contact center environment and possess strong communication and problem-solving skills.

Responsibilities

Respond, log, and monitor non-engineering customer chats, calls and e-mails (general and commercial inquiries) in business systems (Mavenoid/Genesys/CRM Fusion incidents, CRM Leads, Opportunities, Support Requests).
Validate customer information and product inquiries, including its levels, classification, and tiering.
Route inquiries to correct contact or allocate requests, tasks, or emails to the appropriate support.
Log or record inquiries and new customers in the system, including records updating like request for address book setup.
Handle online store support by collecting and verifying customer information, recording/registering them, walking them through using the store and submitting requests to the appropriate group (ITSS, CVDH etc.).
Guide customers on locating reference documents, using online self-service tools, and finding correct sales office or business unit contacts.
Communicate with resource person to get input or raw data needed for report generation and create reports of captured leads, opportunities, orders, and campaigns based on standard templates.
Provide recommendations based on findings from data analysis and support projects related to quality improvement (e.g. Problem Solver, QMS, etc.).
Create and execute basic, overview, or awareness training on product, process, and business tools.

Requirements

Must be okay to take on a 12 months fixed-term employment.
Bachelor’s degree in any 4-year course (Business/Management-related is an advantage).
At least 3 years of experience in a global contact center environment with primary focus on customer service/care role via chat, phone, and/or email.
Intermediate proficiency in Microsoft Office applications, including Microsoft Excel for customer data reporting and analysis.
Above average communication skills (oral and written).
Intermediate knowledge of Emerson products and services.

Desired Qualifications

Build strong customer relationships by providing responsive, professional, and solution-oriented support.
Consistently deliver results by balancing multiple priorities while maintaining accuracy and attention to detail.
Communicate effectively with a wide range of stakeholders and adapt approach to meet diverse customer needs.
Collaborate well with others and build productive working relationships.
Continuously look for opportunities to improve processes and enhance customer experience.

Benefits

Competitive benefits plans
Variety of medical insurance plans
Employee Assistance Program
Employee resource groups
Recognition programs
Flexible time off plans
Paid parental leave (maternal and paternal)
Vacation leave
Holiday leave

Skills

Microsoft OfficeMicrosoft Excel

#Customer Service#Contact Center#Customer Care#Chat Support#Email Support#Phone Support

About Emerson

Emerson is a leading global technology, software, and engineering company providing innovative solutions for customers in industrial and commercial markets. We help customers in the world’s most essential industries solve the biggest challenges of modern life. Every day, our global workforce fulfills our unified Purpose and lives out the Values we hold close as an organization: Integrity, Safety & Quality, Support Our People, Customer Focus, Continuous Improvement, Collaboration, and Innovation. Across the globe, we are united by a singular Purpose: We drive innovation that makes the world…

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