Customer Service Associate

WHO WE ARE?

At Equilibrium Intertrade Corporation, we are committed to being CUSTOMER CENTRIC, valuing our customers both inside and outside the organization. Our PASSION FOR INNOVATION drives us to continually learn and adapt, as we believe that to lead in our industry, we must never stop exploring new ideas. We stand resilient and steadfast, embodying a WINNING SPIRIT that thrives amid challenges, fully committed to the growth of the coffee industry. Our COLLABORATIVE nature allows us to engage with a diverse community—Farmers, Baristas, small business owners, and representatives from coffee chains—treating each individual with the respect and attentiveness they deserve, united by shared goals and values. Our commitment to SUSTAINABILITY makes us future-friendly, as we diligently practice environmentally responsible initiatives.

Above all, we take pride in being Equilibrium, a work environment where people can shine, speak up, and bring out the best in themselves and support one another like FAMILY.

Are you one of us? If you are, then JOIN US!

We are HIRING:

CARE Specialist (Outbound)

JOB SUMMARY

He/She is the primary custodian of the customer database, including their status, transaction history, nature of business, and even their own preferences and unique characteristics. The CARE Specialists are the Go-To unit when it comes to getting things done for the customers of the company. He/She is the major support group of the entire sales force, helping to ensure the success and business sustainability of the EQ Customers. The whole CARE service team also ensures a seamless customer experience on all touchpoints – each time, all the time.

He/She is a versatile tactical team member who can handle inbound and outbound calls, accomplish administrative tasks with a superb level of organising skills, and can even entertain walk-in clients and be able to asses their needs, recommend the right solutions, and most importantly leave a good impression in behalf of the company.

An pro-active individual who is always ready to act on each step of the customer journey in any segment – addressing, and most importantly anticipating any painpoint the customer may encounter. He/she is always available and attentive, reliable, and accountable.

He/She is an enthusiastic team player, a willing contributor to things anew like process and creative innovations. This role has a strict sense of professionalism and high awareness of business etiquette that encompasses communication skills, demeanor, carrying oneself, respect, integrity, and honesty.

Outbound Task Responsibilities

• Handle social media inquiries through EQ Facebook, Instagram, Curve Website, Torani Website, and occasional eCommerce platforms.
• Address customer concerns received through Viber messages.
• Manage email-related concerns and customer inquiries.
• Prepare and send email and text blasts containing company advisories, promotional campaigns, product marketing materials, and seasonal recipe features.
• Conduct cold calls to prospective and existing clients.
• Monitor and follow up on non-ordering or dormant clients to encourage engagement and sales activity.
• Monitor Shopify unfulfilled orders and generate reports on new clients and their corresponding sources.
• Prepare and send quotations and business proposals to clients.
• Diligently monitor all customer inquiries, including proper cascading of concerns to other Equilibrium branches when necessary.
• Prepare and submit monthly update reports on inquiries, endorsements, and outbound activities.
• Conducts customer survey that will help determine the customer satisfaction rating such as but not limited to – NPS Net Promoter Score), CES (Customer Effort Score), and overall customer satisfaction.
• Assists the Sales Team with urgent onsite needs when the Sales Teams are offsite or with a client. This includes simple tasks and needs (or items) such as: document requirements, price lists, initial inquiries, basic quotations, etc.
• Ensures that the integrity of the customer database is always intact, updated, and active. Maintains customer database cleanliness with the help of the Sales Teams as the main source of customer data.
• Execute area saturation initiatives and provide product demonstrations when required.
• Monitor and manage the credit limits and payment terms of key clients to ensure timely order processing while maintaining compliance with company credit policies.
• Work closely with the IKAR Team Lead to gather information and resolve issues related to customer orders and payment concerns.
• Generate a report and analyze the order patterns of key clients to identify opportunities for increasing business engagement and improving client retention.

JOB QUALIFICATIONS

• College graduate or at least 2 years in college.
• Preferably 2+ years’ work experience in a customer support team with a superior track record in handling customer inquiries, over-the-phone sales (telesales) and service encounters, and other active role as a primary customer point-of-contact.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Proficient computer skills especially in Google or MS Office applications, or similar tools available online or offline.
• Effective communication skills, both written and verbal. Includes confidence and sensibility, active and sincere listening.
• Strong people skills.
• Excellent phone and business correspondence etiquette.
• Outstanding organizational skills.
• Available to work shifts, when needed.

ATTITUDE / ATTRIBUTES

• Keeps a collected composure all the time, especially when amidst a negative customer experience.
• Keeps an objective point-of-view of every situation so that the next action steps are geared toward resolution of that particular situation
• Be able to know all policies and procedures such that any opportunity to recommend any improvement and efficiency may come naturally.
• Maintains a positive attitude and is able to infect those around him/her with it.
• Maintains a highly professional demeanor at all times – amongst colleagues and superiors, subordinates, most especially customers.
• Resilient.

#wearehiring

Job Type: Full-time

Benefits:

• Company events
• Employee discount
• Health insurance
• On-site parking
• Promotion to permanent employee

Work Location: In person