Job Title: Communication Specialist
Job Grade: Non-Exempt Hourly
Department: Contact Center
Reports To: Operations Supervisor, Contact Center
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Summary
The Communication Specialist reflects the voice of the brands we represent and serves the
Speed Commerce mission and core values by assisting inbound customers, placing orders
and providing answers to inquiries about products, services, procedures and policies.
Communication Specialist is responsible for building long term customer relationships,
troubleshoots and resolves prescription issues according to established policy and procedure;
answers inbound calls as needed; processes various documents and service tickets (cases and
tasks), as well as enhancing sales opportunities through promotional programs, customer
education, advocacy and support. Flexibility during all operational hours, including nights
and weekends, is required.
Job Overview:
We are seeking a highly motivated and organized individual to join our dynamic call
center team as a Communication Specialist. The ideal candidate will have excellent
customer service skills and the ability to multitask efficiently while processing
prescription orders for contact lenses. The position requires an individual who is
comfortable working in a fast-paced environment and has experience with handling
customer inquiries via chat, phone and email.
Key Responsibilities:
- Process prescriptions for contact lenses and eyeglasses accurately and in a
timely manner.
- Respond to customer inquiries via chat, phone and email, providing
information on order status, product availability and general customer
service inquiries.
- Places orders, and answers inquiries regarding availability, timelines, pricing,
promotions, returns, and exchanges.
- Ensure customer satisfaction by providing timely, professional and accurate
customer service.
- Collaborate with other departments and team members to resolve customer
complaints and issues.
- Monitor and follow up on customer inquiries to ensure timely resolution.
- Keep accurate and up-to-date records of customer interactions and
transactions.
- Meet performance metrics and targets set by the company.
Qualifications and Skills:
- High school diploma or equivalent
- Excellent communication and interpersonal skills with a strong customer-
focused mindset.
- Ability to multitask efficiently and prioritize tasks effectively.
- Proficient in using computer systems, including Microsoft Office and call
center software.
- Ability to work in a fast-paced environment and maintain a positive and
professional demeanor.
- Educates customers with accurate information regarding product and service
features and benefits, policies, procedures and order item status.
- Acts as the voice of the customer recording and surfacing comments,
complaints, ideas and suggestions which may lead to increasingly superior
results.
- Increases sales conversion by saving the sale, offering up-sells, cross-sells,
add-on-or through other sales enhancement programs.
- Meets productivity goals and call quality assurance standards on a monthly
basis through adherence to the QA scorecard, Call Guide and partner
mandatory scripting.
- Meets adherence standards produced by workforce management.
- Perform other duties as assigned.
- Strong problem-solving skills and the ability to quickly identify and resolve
customer issues.
- Ability to work flexible hours, including weekends and evenings.
- Utilizes the defined style, tone and unique brand voice and persona as
reflected in all forms of written communication.
- Utilizes Partner templates and standard responses wherever applicable;
suggests changes or updates when necessary.
- Utilizes best-in-class consumer communications practices as prescribed by
the Written Communications Supervisor.
- Utilizes employee training materials, standard operating procedures, charts
and any other supplemental resources and documentation necessary to serve
the customer comprehensively and with accuracy.
- Remains flexible to changing communication type per volume and labor
requirements.
- Verify prescriptions through email, fax, and uploads.
- Make outbound phone calls to doctor’s offices to verify prescriptions over the
phone and gather additional info necessary to fulfill order.
Salary and Benefits:
This is a full-time position with a competitive salary, health insurance, and a
comprehensive benefits package. The company also offers opportunities for growth
and advancement within the organization.
If you are a motivated individual with a passion for delivering exceptional customer
service, we encourage you to apply for this exciting opportunity. Please submit your
resume and a cover letter highlighting your qualifications and experience.
Salary Rate: Php 21,000.00 / Month
Job Type: Full-time
Salary: From Php21,000.00 per month
Benefits:
- Paid training
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Angeles, Pampanga: Reliably commute or planning to relocate before starting work (Required)
