[Hiring] Customer Service Advisor @Manila Recruitment

Role Description

The role involves managing customer warranty registrations, returns, and providing customer service support. Key responsibilities include:

• Warranty Registration:
  • Register customer appliance warranties accurately and efficiently across relevant systems.
  • Verify customer and product information to ensure records are complete and correct.
  • Resolve basic warranty registration queries and escalate complex issues where required.
  • Maintain accurate customer records in line with company procedures and data protection requirements.
• Returns and Resends:
  • Process customer returns in accordance with company policies and procedures.
  • Create replacement and resend orders where appropriate.
  • Liaise with customers, retailers, couriers, and internal departments to resolve return and replacement queries.
  • Ensure all cases are updated accurately and closed within agreed service levels.
• Returns Reconciliation:
  • Reconcile returned products against system records and supporting documentation.
  • Investigate discrepancies between returned items and recorded transactions.
  • Maintain accurate records of completed returns and reconciliations.
  • Escalate unexplained variances or recurring issues to management.
• Customer Service Support:
  • Handle customer enquiries by email, live chat and other communication channels in a professional manner.
  • Provide timely and accurate updates to customers regarding warranty registrations, returns, and replacement orders.
  • Meet quality, productivity, and service standards set by the business.
  • Support the wider customer service team with administrative tasks as required.

Qualifications

• Open to candidates who have completed a high school education or a vocational course.
• Must have 1-3 years of experience in customer service or administrative role.
• Experience handling inbound calls (receiving and responding to incoming calls or inquiries).
• Experience using Freshdesk, Zendesk, or similar customer support ticketing software is highly desirable.
• Prior experience in logistics, order processing, supplier coordination, or supply chain operations is an advantage.
• Open to candidates from any industry; relevant experience in retail, logistics, telecommunications, or manufacturing is a plus.
• Good communication skills, both written and verbal.
• Strong attention to detail and accuracy.
• Ability to manage multiple tasks and prioritize workload effectively.
• Competent in using Microsoft Office applications, particularly Outlook and Excel.
• Ability to work independently and follow established processes.

Requirements

• Desirable experience processing returns, replacements, or warranty registrations.
• Experience using customer relationship management (CRM) systems.
• Experience working within a contact center or customer support environment.

Benefits

• Job Type: Remote set-up
• Employment Type: Full-time
• Schedule: Monday – Friday or Saturday – Wednesday, 8AM to 4PM UK Time (Including 1 hour break)
• Location: Philippines (Remote set-up)
• Industry: Manufacturing