Specialist II Customer Care

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

In short

As a Specialist II Customer Care at Emerson in Mandaluyong, Philippines, you will be the frontline representative, managing customer inquiries via chat, calls, and email. This hybrid role involves validating information, routing requests, and supporting the online store, while also contributing to process improvement and training.

Responsibilities

Respond to, log, and monitor customer chats, calls, and emails (general and commercial inquiries) using business systems.
Validate customer information and product inquiries, including their levels, classification, and tiering.
Route inquiries to the correct contact or allocate requests, tasks, or emails to the appropriate support.
Log or record inquiries and new customers in the system, updating records as needed.
Handle online store support, including verifying customer information, registration, and guiding users.
Assist customers in locating reference documents, using online self-service tools, and finding sales contacts.
Communicate with resource persons for report generation and create reports on leads, opportunities, orders, and campaigns.
Provide recommendations based on data analysis findings and support quality improvement projects.
Create and deliver basic training on products, processes, and business tools.

Requirements

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 a primary focus on customer service/care via chat, phone, and/or email.
Intermediate proficiency in Microsoft Office applications, including Microsoft Excel for data reporting and analysis.
Above average communication skills (oral and written).
Intermediate knowledge of Emerson products and services.

Desired Qualifications

Builds strong customer relationships by providing responsive, professional, and solution-oriented support.
Consistently delivers results by balancing multiple priorities while maintaining accuracy and attention to detail.
Communicates effectively with a wide range of stakeholders and adapts approach to meet diverse customer needs.
Collaborates well with others and builds productive working relationships.
Continuously looks 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 and holiday leave

Skills

Microsoft OfficeMicrosoft Excel

#Customer Care#Customer Service#Contact Center#Hybrid

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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