Customer Service Representative

About the role

The CARE Specialist (Outbound) is the primary custodian of the customer database, including their status, transaction history, nature of business, and preferences. CARE Specialists are the go-to unit for getting things done for customers. They are a major support group of the entire sales force, helping to ensure the success and business sustainability of Equilibrium customers. The CARE service team ensures a seamless customer experience on all touchpoints. The role is versatile, handling inbound and outbound calls, accomplishing administrative tasks with superior organisational skills, entertaining walk-in clients, assessing their needs, recommending solutions, and leaving a good impression on behalf of the company. This is a pro-active role, always ready to act on each step of the customer journey, addressing and anticipating any pain point customers may encounter.

Key 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
• Prepare and submit monthly update reports on inquiries, endorsements, and outbound activities
• Conduct customer surveys to determine customer satisfaction rating such as NPS (Net Promoter Score), CES (Customer Effort Score), and overall customer satisfaction

About you

• 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
• Strong people skills
• Excellent phone and business correspondence etiquette
• Outstanding organisational skills
• Available to work shifts, when needed
• Resilient with ability to maintain collected composure, especially amidst negative customer experiences

About us

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. 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. Our commitment to sustainability makes us future-friendly, as we diligently practice environmentally responsible initiatives. 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.