Customer Relations Specialist

The Customer Relations Specialist is responsible for managing customer inquiries, complaints, and feedback across various communication channels, including social media messaging platforms, email, and other customer service channels. The role involves providing timely, accurate, and professional responses to customer concerns while ensuring a positive customer experience. They are expected to coordinate with relevant departments to resolve issues effi ciently and ensure that customer feedback is properly documented and addressed. Ultimately, the position aims to strengthen customer satisfaction, maintain positive client relationships, and uphold the company's standards of service excellence.

Key Responsibilities

● Inquiry & Complaint Management: Monitor and manage customer inquiries, complaints, and feedback received through the company's publicly published email, Facebook Messenger, and other existing communication channels.

● Customer Communication: Handle customer communications professionally and promptly, ensuring accurate responses and a positive customer experience.

● Channel Expansion: Adapt to additional social media platforms and customer communication touchpoints that may be introduced in the future as the company's customer relations operations expand.

● Documentation & Tracking: Document and track customer interactions, complaints, and resolutions to maintain organized records and support reporting requirements.

● Cross-Functional Coordination: Coordinate with relevant departments to resolve customer concerns, follow up on pending issues, and escalate complex or sensitive cases when necessary.

● Process Improvement: Identify recurring customer concerns and provide feedback to management to help improve service quality, customer satisfaction, and internal processes.

Key Deliverables

● Customer inquiry and complaint logs

● Periodic customer feedback and interaction reports

● Customer resolution tracking and status reports

● Standardized response templates and communication logs

Key Performance Indicators

● Timeliness and responsiveness to customer inquiries

● Resolution rate of customer complaints and issues

● Accuracy and completeness of interaction records and trackers

● Customer satisfaction (CSAT) rating or feedback scores

● Timeliness of cross-functional escalation and closure

Working Relationships

Reports directly to the Head of Customer Relations / Operations Manager; collaborates closely with internal teams including Operations, Marketing, IT, Facilities, and Administrative divisions to resolve customer issues.

Qualifi cations

● Bachelor's degree in Business Administration, Communications, Marketing, or a related fi eld is preferred.

● Previous experience in customer service, customer relations, or a similar role is an advantage.

● Excellent written and verbal communication skills, with the ability to communicate professionally and empathetically with customers.

● Profi ciency in managing customer inquiries through various communication channels, including Facebook Messenger, email, and other messaging platforms.

● Strong problem-solving skills and the ability to handle customer complaints and concerns professionally.

● Good organizational skills, with the ability to manage multiple inquiries and prioritize tasks effi ciently.

● Attention to detail and the ability to accurately document customer interactions, feedback, and resolutions.

● Ability to coordinate effectively with internal departments to address customer concerns and ensure timely resolution.

● Proficiency in using office productivity tools, spreadsheets, and customer communication platforms.

● Demonstrates professionalism, patience, accountability, and a customer-focused mindset.

Core Competencies

● Customer-centric mindset & empathy

● Written and verbal communication

● Problem resolution & de-escalation

● Cross-functional coordination

● Organizational skills & record keeping

● Multitasking & task prioritization

Position Success Profile

A successful Customer Relations Specialist maintains high standards of service excellence by handling inquiries promptly and empathetically, resolving issues collaboratively with internal teams, and translating customer feedback into actionable insights for continuous service improvement.

To learn more about 1Life Philippines, we encourage you to visit our official Facebook Page and YouTube Channel before your interview. This will help you become more familiar with our company, services, and culture.

https://www.facebook.com/1life.ph

https://www.youtube.com/watch?v=WQ6CgCAysmo&t=2s

https://www.youtube.com/watch?v=EANOIKFuAKs

Being part of our team will give you an opportunity to grow professionally, gain exposure to different areas of the business, and work with different teams. More importantly, you’ll be able to use your knowledge and skills to help and serve fellow Filipinos by providing quality healthcare support and assistance.